Question 1

How do I embed content from Malcolm! into my own website or app?

Accepted Answer

You can easily embed content from Malcolm! into your existing website, app, product or online service with just a few lines of code.

Begin by going to the Share section of MyMalcolm and then select Embed.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/N17DhjfW2Z/Screenshot%202021-12-30%20at%2013.57.57.png (Choose your embed type in MyMalcolm)

We offer the following type of embeds:

Floating Widget (with button and draw options) - this option floats a button or drawer “pre-expand” over your site, application, product or service - when clicked a content panel opens up
Overlay / Pop Up - this opens an overlay / popup over whatever the user is currently seeing - it’s triggered by a link you can place wherever you want in your site, application, product or service
Inline - pull content directly into the same pages/screens your users are seeing with this option - use blend mode for a truly seamless experience!

We also offer a fourth option which can be useful in some circumstances:

Redirect - this option creates an automatic redirect which will replace the page the embed is fired from with a Malcolm! hosted page. This is achieved by auto forwarding the user. This option can be useful in certain scenarios, for example if you constrained by only being able to publish via a CMS and want some navigation or pages within your CMS structure to link out to Malcolm! hosted content. Note you will likely want to use URL rules in conjunction with the redirect embed (otherwise the redirect will happen on all pages the embed is present on!).

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/jbX8ylorUd/screenshot-my.malcolm.app-2019.11.05-13_16_07.png (Choose your embed content in MyMalcolm)

In terms of the type of content you can embed options include:

Hosted Hub results - paginated results showing the default filtered FAQs and Workflows as seen on your Hosted Hub homepage
A single FAQ - your choice of FAQ
A single Workflow - your choice of Workflow
Author listing - paginated results showing FAQs from a particular author
Category listing paginated results showing FAQs within a partiuclar category
Filtered results paginated results showing FAQs and Workflows filtered by your choice of filter (eg most popular, most recent, most helpful etc)
Search results (contextual) - paginated results showing FAQs and Workflows according to a search query provided via a meta tag on your page
Search results (specified search query) - paginated results showing FAQs and Workflows according to a given search query
Tag listing - paginated results showing FAQs referenced by particular tag

Note that if you just want to embed a single FAQ or Workflow you can also access a quick embed interface via the Library in both the FAQ and Workflow sections of MyMalcolm. Simply select "Embed" from the menu accessible on the right hand side of the respective published FAQ or Workflow.

You can configure various options around the visual stlye of your embed. The exact options available depend on the type of embed you have chosen.

When you have finished configuring the content and visual appearence of your embed, Malcolm! will give you the code that can be used to pull your content into your website, app, product or online service.

Watch a video guide to embeding Malcolm! content into your website below.

Question 2

How do I reset my password?

Accepted Answer

If you need to reset your Malcolm! user account password please visit this link.

Question 3

How can I use Stripe with Malcolm! to collect payment from my customers?

Accepted Answer

Malcolm! now integrates with Stripe. Stripe is a payment service provider that enables business owners to collect payment from their customers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/UDbFKeLChy/stripe%402x.png (Stripe and Malcolm!)

With our Stripe integration you can create Workflows in Malcolm! that include fields for your customers to enter their card details and pay for things like products, services, memberships etc or perhaps make a donation towards something.

Here is how to set things up:

If you don't already have a Stripe account create one here
In MyMalcolm go to the Settings, then Workflows, then Integrations, then click on Stripe
You'll be taken to a page on the Stripe website where you can login and confirm that you wish to link your Stripe account to Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aioqQzmd4C/screenshot-connect.stripe.com-2021.05.28-17_36_24.png (Connecting Stripe to Malcolm!)

Once you have linked your Stripe account you can create Workflows via the Workflow section as usual and place payment related elements onto those Workflows. Two particular elements to pay attention to are Currency and Payments

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SlnkSg4slf/screenshot-my.malcolm.app-2021.05.28-18_08_18.png (Currency and Payment elements in MyMalcolm)

Payments is the element where your customer will provider their card details. You can configure the amount your customer is charged via the Payment element settings, or you can optionally ask the customer to enter their own amount via the Currency field - this can be useful in scenarios like donations or account payments where you may wish to offer the customer the choice of the amount to pay.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/tJtuV3NgUY/screenshot-my.malcolm.app-2021.05.28-18_12_35.png (Settings for the Payment element in MyMalcolm)

If you also collect your customers email (and Name) in the Workflow you can optionally use that information to send them a payment confirmation email. You can configre and customise this via the Payment element settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/sZjKbFViLz/screenshot-my.malcolm.app-2021.05.28-18_11_48.png (Configuring payment confirmation emails in MyMalcolm)

You can place the Payment element on any page of your Workflow, but the actual payment transaction will not be attempted until the final submit of your Workflow. If there is a problem with the payment details your customer will be returned to the page with Payment element on it and given a chance to update their details and proceed back through the Workflow.

You can see a video walkthrough below.

And there you have it! Taking payments via Stripe is a really powerful and quick to implement feature of Malcolm! Workflows. Taking payments will also work when the Workflow is surfaced via our embeds, widgets and overlays too! If you have questions or need a hand setting things up just contact us and we'll be happy to help.

Question 4

How do I use Zapier to connect Malcolm! to other applications or services I use?

Accepted Answer

Malcolm! now plugs into Zapier. Zapier is an integration platform - it connects thousands of apps to other apps/

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Zx8IUcIpAF/zapier-fb-2022%402x.png (Malcolm! plugs into Zapier)

In the context of Malcolm! this means that when a Workflow is completed you can use our Zapier integration to route some or all of the data that has been collected from that Workflow through into Zapier and then in turn onto thousands of other apps or services.

Here is how to set things up:

Firstly set up and publish a workflow in Malcolm! that collects the data you wish to move into other applications.
In MyMalcolm go to the Settings Section, then Workflows, then Integrations, then click on Zapier.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/0kJ1vTGUV4/screenshot-my.malcolm.app-2022.08.11-12_17_47.png (Zapier in Malcolm! Integrations)

In the overlay you'll have an option to choose some featured popular Zapier / Malcolm! integrations or to proceed to Zapier.com to create from scratch.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/GcKFNwccoc/screenshot-my.malcolm.app-2022.08.11-12_18_11.png (Make a Zap in MyMalcolm)

Sign up for an account at Zapier if you don't already have one - it is free - or login if you do have an account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WZcsX7PoBM/screenshot-zapier.com-2021.02.08-12_32_31.png (Malcolm! on Zapier)

Your trigger app should be Malcolm! and you want it to trigger on a new Workflow completion so hit "Save + Continue" once you have selected this option.
You now need to connect your Malcolm! instance to your Zapier account - click "Connect an Account" and follow the instructions. Once connected click "Save and Continue".
Choose a workflow then "Continue".
Wait for a sample to load and then click "Continue".
Choose an action App of your choice and configure as required - the exact process will vary from action App to action App but you are likely to need to agree some permissions and choose some options. Once done click "Save + Continue" or "Finish".
You will then be able to name your Zap and choose whether it is on or not.
Back in MyMalcolm, if you find the Workflow you used in your Zap in the Library, select it, then go to Configure then Integrations you should be able to see Zapier has been added. You can turn the integation off here if you want and/or configure it to be conditional (for example to only run when certain choices have been made on a Workflow).

Remember that Malcolm! always stores your data (which you can download anytime) - so if Zapier goes down or your integration doesn't seem to work properly no data will be lost.

We are hugely excited about the possibilities opened up via Zapier - we hope you are too! If you have questions or need a hand setting things up just contact us and we'll be happy to help.

Question 5

How can I send custom emails to my customer, team or suppliers when a Workflow is completed?

Accepted Answer

When a Workflow is completed you can use the email answer functionality to send an email to the person who completed the Workflow, a member of your staff/team, a supplier or anyone else you like.

You can use rules to only send the emails when certain conditions are met (eg when certain values are selected on the Workflow)

You can also configure who that email comes from and what it looks like.

Using the email picker functionality you can additionally create a unique email template into which you can place data supplied by the customer on the Workflow they have just completed. Using all these features together gives you in effect full "mail merge" capability.

You'll see the picker icon in the body area when you go to set up an email answer and choose to customise the email content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/n6dY5MtLxo/Email%20picker%20icon%20in%20MyMalcolm.png (Picker icon in edit email body dialog)

This will bring up a dialog which lets you choose a value from the Workflow and place it in your email body. You can also choose to show the field name as well if desired.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Epwr02sjsu/Inserting%20a%20Workflow%20value%20using%20the%20picker%20tool%20in%20MyMalcolm.png (Inserting a Workflow value using the picker tool in MyMalcolm)

You can place the values within your email body as shown below

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RyYGLAvRJj/Editing%20an%20email%20answer%20in%20MyMalcolm%20using%20values%20placed%20by%20the%20picker.png (Editing an email answer in MyMalcolm using values placed by the picker)

You can also see a Walkthrough of how to do this in the video below

Question 6

Can I change the branding in the emails Malcolm! sends my customers?

Accepted Answer

Malcolm! can send emails to your customers/users in the following situations:

Workflow email answers where you have configured the email answer to be sent to the email address specified in the Workflow
Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

You can now change the look and feel of those emails via the Brand area. Look for email themes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/0D5dCKZING/screenshot-my.malcolm.app-2022.01.02-19_19_53.png (Editing Email themes in MyMalcolm 1)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/yf8EflQ8bg/screenshot-my.malcolm.app-2022.01.02-19_20_16.png (Editing Email themes in MyMalcolm 2)

By default the emails will come from "Malcolm!" with the email address noreply@malcolm.app but you can change this - see this FAQ for further details.

Please note you cannot change the look and feel nor the sender of the system alert emails that Malcolm! sends to the instance owner and your instance team members.

See a video walkthrough below:

Question 7

Is Malcolm! GDPR compliant?

Accepted Answer

What is GDPR?

"GDPR" refers to The General Data Protection Regulation 2016/679. This is a regulation in EU law on data protection and privacy for all individuals within the European Union and the European Economic Area. It also addresses the export of personal data outside the EU and EEA areas.

How does it apply to Malcolm?

Malcolm! collects, stores and processes data about our own customers - people signing up to Malcolm! and creating and managing instances.

When talking about GDPR it is important to understand the concept of the Data Controller and the Data Processor.

The Data Controller determines the purposes for which and the means by which personal data is processed
The Data Processor processes personal data only on behalf of the controller.

Is Malcolm! the Data Controller or the Data Processor?

In the context of information about our own customers, eg people who sign up for Malcolm! accounts and manage Instances we are the Data Controller.

In the context of information about your customers, eg information that is collected on your behalf via Workflows you create in Malcolm! we are the Data Processor only. You - as the Data Controller - have the obligation to ensure you are acting lawfully in accordance with the GDPR legislation.

What does all this mean?

When you sign up to Malcolm! you agree to our Terms of Service and our Privacy Policy which detail how we handle your data. By agreeing you give us your consent.

It is important that when you collect, store, process and potentially transfer (via Integrations or Exports) data from your own customers via a Malcolm! Workflow you have your customers consent to do this. Most companies handle this via provisions in their Privacy Policy and/or Terms and Conditions around data processing which their customers agree to. It is therefore good practice to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it and/or confirms their consent for you to collect and process their information

Further Questions

If you have further questions about GDPR or wish to contact our Data Protection Officer you can contact us here.

You can find out more about GDPR here.

Question 8

What are featured boxes and how can I use them?

Accepted Answer

Featured boxes are part of your hosted hub theme and are very flexible multi purpose content areas that appear on your hosted hub homepage (and also your FAQs only and Workflows only home if you are using those).

You can use them to link to content within your Malcolm! instance, for example a particular category, tag, FAQ or Workflow and you can also use them to link out to content or functionality you may have elsewhere. They can be a great tactical tool as well, for example if you've written an FAQ about your holiday opening hours and want to draw attention to it use a featured box!

On our own Malcolm! Help & Support Hub the "Using Malcolm! and need help?" and "What do you think of Malcolm?" are featured boxes.

Featured boxes on Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Y5JjW8JNLu/screenshot-support.malcolm.support-2022.08.03-06_26_45.png (Featured boxes on Malcolm!)

Featured boxes on Malcolm!

Featured boxes are created and managed via your theme (Brand --> Themes).

Featured boxes management in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/btIcIfywWZ/screenshot-my.malcolm.app-2022.08.03-06_29_33.png (Featured boxes management in MyMalcolm)

Featured boxes management in MyMalcolm

You can place featured boxes in the header area and/or body area of the page and choose a display type by row or columns.

Arrange featured boxes by row or column

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/YYqGBI2Bcx/screenshot-my.malcolm.app-2022.08.03-06_42_25.png (Arrange featured boxes by row or column)

Arrange featured boxes by row or column

When creating a featured box you have various options such as uploading your own icons or choosing one of ours, plus configuring links

Adding a featured box in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aYsKuoqfAg/screenshot-my.malcolm.app-2022.08.03-06_41_53.png (Adding a featured box in MyMalcolm)

Adding a featured box in MyMalcolm

Also see promos for similar functionality that enables you to create and manage content at the bottom of your hosted hub home page.

Question 9

Can I change the order in which FAQs are shown when a user browses a category, tag or author listing?

Accepted Answer

You can change the order your FAQs are sorted in when your users view by author, category or tag via Settings --> FAQs --> General.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/evapRB3yn5/screenshot-my.malcolm.app-2021.06.29-16_30_20.png (Author, category and tag sort order in MyMalcolm)

In addition to this you can also set an absolute order for FAQs within a particular category. To do this go to the category in question in FAQs --> Categories and select Reorder. You can then drag the FAQs to create the order you want.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RibhVyjiBt/Screenshot%202021-10-11%20at%2010.40.21.png (Reorder the FAQs in a category in MyMalcolm)

Note that these settings only affects listings, not searches. Searches are ordered by relevance.

If you want to be able to set an absolute for FAQs within an author or tag listing the way to do this is to set the date sort option, then in the individual FAQ configure tab use the display date to determine an order. The FAQ with the most recent date will be shown first in an author, or tag listing - and also in a category listing unless overridden using the absolute method above. The FAQ with the second most recent date will be shown second and so on.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/44K839GO3Z/screenshot-my.malcolm.app-2021.06.30-15_14_49.png (Display date in FAQ configure tab)

Note that if you set the display date to invisible either globally in Settings or individually on an FAQ's configure tab the date won't show on the front end to your customers/users but the date you set will still be relevant in determining the order in which the FAQs displays.

See the video below for a walkthrough

Question 10

How can I password-protect my hub with Auth0?

Accepted Answer

Malcolm supports using Auth0 to password-protect your content.

This guide will help you set up Auth0.

First go to MyMalcolm > Settings > Instance > Visibility and enable Hosted Hub password protection. This automatically enables the built-in password protection.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/ea8meZWJKM/Screenshot%202021-11-25%20at%2016.37.03.png (Screenshot 2021-11-25 at 16.37.03.png)

Next, inside your Auth0 tennant, create a new Auth0 Application. Give it a name and choose Regular Web Applications from the four options.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VDfX0QpiZh/Screenshot%202021-11-25%20at%2016.31.49.png (Screenshot 2021-11-25 at 16.31.49.png)

Click on the Settings tab and scroll down to the Basic Information section.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/JReEIPSyji/Screenshot%202021-11-25%20at%2016.46.53.png (Screenshot 2021-11-25 at 16.46.53.png)

In MyMalcolm click through to Manage password protection and toward the bottom enable Auth0 for password protection. Copy/paste the Domain, Client ID and Client Secret from Auth0 into MyMalcolm.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/mwX1ffzhIZ/Screenshot%202021-11-25%20at%2016.40.03.png (Screenshot 2021-11-25 at 16.40.03.png)

Next copy/paste the Application Login URI, Allowed Callback URL and Allowed Logout URL from Malcolm! into your Auth0 Application URIs settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/ST4LVVMZ3x/Screenshot%202021-11-25%20at%2016.45.36.png (Screenshot 2021-11-25 at 16.45.36.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/kpvEhZpVtp/Screenshot%202021-11-25%20at%2016.40.39.png (Screenshot 2021-11-25 at 16.40.39.png)

Save the settings on both sides and you should see your Auth0 login page in your Hub.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oijJOqmb9t/Screenshot%202021-11-25%20at%2016.42.11.png (Screenshot 2021-11-25 at 16.42.11.png)

But that's not all!

Attributes from your Auth0 users can be pre-populated in Malcolm! Workflows. To enable this feature choose a suitable field on a Workflow, edit the field settings and enable Allow a value to be set in the URL query. Enter one of the four attribute names email, name, nickname or picture to pre-populate those values directly into your Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/5zfBKHJgrE/Screenshot%202021-11-25%20at%2017.23.01.png (Screenshot 2021-11-25 at 17.23.01.png)

You can read more about passing values in the URL query here.