Question 1

How do I leave Malcolm?

Accepted Answer

If you want to leave an instance you can ask the owner of any instance(s) you are a member of to remove you.

If you are the owner of an instance and you wish to delete that instance you can do this via MyMalcolm (in the Settings section).

If you no longer wish to be responsible for an instance but you want the instance to live on you can transfer ownership to somebody else via the settings section of MyMalcolm. The new owner must agree to take over responsibility for the instance. Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else.

If you want to delete your user account please contact us.

We are always sorry to see people leave Malcolm! so if there is a particular reason or issue that is causing you to leave and you think we might be able to help please do contact us and let us know.

Question 2

How do I export data from my Workflow?

Accepted Answer

You can export all data that has been submitted to your Workflow anytime via MyMalcolm.

To do this go to the individual Workflow via the Library in the Workflow section of MyMalcolm.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/s3FvV2ti8P/screenshot-my.malcolm.app-2019.08.18-18_06_42.png (Export Workflow data in MyMalcolm)

Your export will then be generated and will be available to download from this area soon - normally within a few minutes - you'll be emailed when it's ready.

Exports are in .csv format (with options to include any uploaded files and also an option to include part completed / abandoned completions)

Question 3

What is my Hosted Hub?

Accepted Answer

Every instance of Malcolm! comes with a Hosted Hub. This is a website that we host for you. You can customise it entirely to your requirements. You can change the branding, the colours, the fonts, the layout, the copy, the icons etc etc. You can even configure it to work on one of your own domains or sub domains.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/V93ed8Zu51/brand-facebook%402x.png (Hosted Hub on Malcolm!)

If you don't have a current website your Hosted Hub could be your main website. If you already have your main website at www.domain.com you could set up your fully branded Malcolm! Hosted Hub at a sub domain like support.domain.com or help.domain.com or customers.domain.com

Some customers may not wish to do this and instead may wish to integrate Malcolm! into their current website. No problem! We have a whole section in the MyMalcolm Control Panel dedicated to this and there a variety of ways you can bring content and functionality from Malcolm! into your own website. We've also got a plugin for Wordpress and a variety of widgets and further integration options coming soon. Customers on our Enterprise plans can have full progamatic access to Malcolm! content and functionality via our comprehensive API.

Question 4

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 5

What are Tags in FAQs?

Accepted Answer

Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories.

You can add and manage the tags that are attached to each of your FAQs via the "configure" area.

You may also be interested in invisible tags.

Question 6

How do I switch between Instances?

Accepted Answer

If you are a user on more than one instance you'll see a "My Instances" screen when you login to MyMalcolm.

Once you are in one instance you can also easily switch to another via the drop down that appears at the top of the MyMalcolm interface.

Question 7

Can I pass secure values into Malcolm! Workflows via the URL?

Accepted Answer

Passing data into a Workflow via the URL is a feature we've had for a while - read more - but what if the data you want to pass is confidential?

Understandably, you wouldn't want to pass that straight in. Luckily Malcolm! understands how important protecting your data is so we've come up with a solution that allows values to travel safe and secure with minimal effort!

A beginners guide to encryption

Suppose you have a value, such as an account number, that you don't want anyone else to read. Encryption provides a way to scramble this value so only you and the people you share the password or secret key with can read it.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/FR8yDloV2d/encryption-diagram.png (encryption-diagram.png)

The sender uses the secret key to scramble the original value and the encrypted value is sent to the receiver. On receipt of the encrypted value the receiver uses the same secret key to unscramble the value back to the original.

And that's encryption in a nutshell!

Step 1: Generate a secret key

The secret key can be any string you like, but Malcolm! recommends using a random string of at least 36 characters. A simple ruby command can quickly generate one for you.

Keep your secret key safe - you'll need it later!

Step 2: Share your secret key with Malcolm!

We do this via the Workflow Builder. Any question field that supports URL query values can now be secured with your secret key - e.g. text fields, hidden fields, number fields, email address fields, etc.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/g6hGpX1dvl/Screenshot%202021-11-10%20at%2013.43.37.png (Screenshot 2021-11-10 at 13.43.37.png)

Here's a simple example which starts with a text field renamed to "Account number".

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/b4uJV41azB/Screenshot%202021-11-10%20at%2013.51.53.png (Screenshot 2021-11-10 at 13.51.53.png)

To enable URL values open up the edit window, scroll to the bottom and turn on "Allow a value to be set in URL query". Malcolm! will automatically generate a query name for you but you can change it to something different if you prefer.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/7OhxX21Mdq/Screenshot%202021-11-10%20at%2013.52.01.png (Screenshot 2021-11-10 at 13.52.01.png)

Next turn on the "Secure the query value" and paste in your secret key.

Hit save and that completes the configuration!

Step 3: Encrypting values

Malcolm! uses OpenSSL and the "aes-128-gcm" cipher to decrypt values.

Passed values need to be encoded and made up of three parts -

The Initialisation Vector used during the encryption
The Authentication Tag resulting from AEAD ciphers
The encrypted string

Initialisation Vectors are generated using the OpenSSL rand function. For our chosen cipher these need to be exactly 12 bytes long. If using PHP you can use the openssl_random_pseudo_bytes function.

Why 12 bytes? This just happens to be the required length for our chosen cipher. In PHP you can verify this by using the openssl_cipher_iv_length function.

This will output -

Next use the OpenSSL enc function to create the encrypted string. Here's an example using the PHP openssl_encrypt function.

This will assign an Authentication Tag to the $tag variable (passed by reference) and an encrypted string to the $ciphertext variable.

Note - in PHP we pass OPENSSL_RAW_DATA to generate binary data.

Complete the process by concatenating $iv, $tag and $cipertext into a single string - Malcolm! needs all three for the decryption process!

As we're passing this value via the URL we need to first encode it. Use a Base 64 encoder followed by a URL encoder to ensure all the characters are sent correctly. In PHP this is the base64_encode function and urlencode functions respectively.

This is the final encoded string!

For simplicity all the steps from above can be put in a single function.

And that's all there is to it ;)

Question 8

Can I turn off automatic email alerts?

Accepted Answer

Malcolm! will automatically send you email alerts when certain activity happens on your instance, such as a user leaving feedback or a Workflow being completed. Wherever possible we aggregate these alerts so you receive fewer emails but if you'd rather not receive them you can easily turn them off.

To do this, from the MyMalcolm control panel area, click your name at the top of the screen where it says "Logged in as"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/LgmiVqgthh/screenshot-my.malcolm.app-2020.01.16-10_57_39.png (Logged in Navigation in MyMalcolm)

You'll then be taken to your personal preferences. If you select the "Notifications" tab on the left you'll be able to edit the notifications you receive. Remember to hit "Save" once you are done!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aez6lFczno/screenshot-my.malcolm.app-2020.01.16-11_03_51.png (Manage your notifications in MyMalcolm)

Note that your notificatons are based on an instance. If you are a user on more than one instance you should first switch to the instance you wish to adjust notifications for. You can do this using the drop down selector at the top right of the screen. You can therefore have different notification preferences for different instances. The notificiation preferences you choose are personal to you and will not affect the notifications of other team members on an instance.

If you are the owner of an instance, you can edit the notifications members of your team receive. To do this go to the Team section, click on the name of the team member in question then select notifications. Remember to hit save when done. Also note than you can assign the permission for a team member to be able to edit other team members notifications via the permissions tab.

Question 9

Can I embed YouTube or Vimeo videos in my FAQs and Workflows?

Accepted Answer

You can easily embed YouTube or Vimeo videos into your FAQs and/or Workflows. Within the FAQ compose interface press the video icon. This will bring up an area where you can paste the URL of the video you wish to embed.

Insert video dialog in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oFZ9QoY435/screenshot-my.malcolm.app-2023.04.02-17_56_57.png (Insert video dialog in MyMalcolm)

If you want to use some of the embed customisation options that YouTube and Vimeo offer you should use the full embed code from those platforms (rather than just pasting the URL). Paste their embed code into the lower part of the MyMalcolm insert video dialog.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6StT5M3j9/Screenshot%202018-11-08%2020.01.41.png (Screenshot 2018-11-08 20.01.41.png)

For Workflows add a content element to your Workflow, then in the Workflow builder click to edit the content element and hit the video icon. This will bring up the same dialog as above.

Question 10

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

Accepted Answer

Malcolm! now integrates with Square. Square 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/d8ZLyi8A95/Square%402x.jpg (Square and Malcolm!)

With our Square 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 Square account create one here.
In MyMalcolm go to the Settings, then Workflows, then Integrations, then click on Square.
You'll be taken to a page on the Square website where you can login and confirm that you wish to link your Square account to Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QBvWDgrtAV/Screenshot%202022-01-06%20at%2012.48.11.png (Connecting Square to Malcolm!)

Once you have linked your Square 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/Yaj6slF0EX/Screenshot%202022-01-06%20at%2012.52.37.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 Square 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.