Question 1

Can I collect the email address of a user when they leave feedback on an FAQ or Workflow?

Accepted Answer

It can be very useful to offer the ability for a user to leave their email when giving feedback on an FAQ or Workflows so you can follow up with them.

You can turn this feature on for FAQ's and/or Workflows via Settings --> FAQ --> General or Settings --> Workflow --> General respectively.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Z202OQgYA3/Screenshot%202021-03-11%20at%2008.25.02.png (Leave Feedback email address option in MyMalcolm)

You can enable it for all feedback or just for negative feedback. The default wording shown to the user is "If you'd like a follow up to this comment please leave your email address" but you can change this wording via the language file - see here for more details.

If the user has left an email address, there will be a "click to email" icon displayed next to the feedback in MyMalcolm.

If you'd prefer a user to complete a Workflow when they rate content see this FAQ.

Question 2

How do I make my Workflow into a pop up overlay?

Accepted Answer

In the Library screen of the Workflow section of MyMalcolm click the three dots on the right hand side of the screen and select "Embed"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/bk1dEegpoU/screenshot-my.malcolm.app-2019.08.18-17_01_27.png (Quick Embed in the Library of Malcolm! Workflow Section)

This will take you into the Share section of MyMalcolm! Here you can choose the type of embed you want to create.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Ji7YZa6eF7/screenshot-my.malcolm.app-2019.11.05-11_16_34.png (Choose your embed type in MyMalcolm)

Choose "Overlay" and work through the screens - the Workflow you came from will be preselected as the content you want to surface in your Overlay. You will be offered various styling and display options and at the end of the process you will be supplied with the code that you should add to your webpage HTML and the inline code used to launch the overlay.

Question 3

Can I remove the Malcolm! branding?

Accepted Answer

It is quick and easy to remove the Malcolm! branding and - if you want - replace it with your own. Here is how:

Hosted Hub

By default your Hosted Hub is Malcolm! branded. To change that:

In MyMalcolm go to the Brand section.
Click "Themes" on the black sub navigation.
The default Malcolm! theme will be selected. Click the "duplicate" icon (two squares overlapping). This will create a copy of the default theme called "Default copy".
Select the Default copy theme by clicking on it. Then click the "edit" icon (a pencil).
This brings up the edit theme interface. There are a huge amount of things you can change here. Use the left hand vertical navigation to browse all the possibilities.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6ACEG5RrGl/screenshot-my.malcolm.app-2019.08.05-10_46_38.png (MyMalcolm Theme Editing Options)

Footer

Be default a "powered by Malcolm!" badge appears at the bottom of content. You can turn this off (and also add other footer content such as copyright notices etc) in the "Footer" section of the edit theme interface referenced above.

Embeds

You can turn off the "powered by Malcolm!" badge in your embeds by turning off the footer. You do this via the style section of your embed configuration.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6Pb8R7IbC/screenshot-my.malcolm.app-2020.05.26-11_42_48.png (Style controls in an Embed in MyMalcolm)

Emails

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

Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

To change the branding of these emails see this article.

To change the sender name and email address see this article.

Domain

Finally don't forget you can easily configure Malcolm! to use your own domain or sub-domain. For further details see this article.

Question 4

How do I pay for Malcolm?

Accepted Answer

Malcolm! billing is based on Instances. You can read more about Instances here.

You can see our pricing here.

You can read more about VAT and how we apply it here.

We currently bill in UK Pound Sterling and US Dollars.

At the time of writing we accept Visa and Mastercard. We also accept Paypal through which you can use American Express. We don't currently accept Bitcoin :-)

Plans are paid monthly in advance. When you trial ends (or if you end your trial early and remove the restrictions) we'll ask for your card details and every month we will automatically take payment unless you cancel. If your card expires or the payment fails we will send you a number of automated emails to ask you to update your details. If no action is taken after a grace period we will stop serving your content (ie your FAQ's and Workflows) and after a further grace period we will delete your Instance.

Enterprise plans are more bespoke in nature and are negotiated on a per client basis. These can also be paid by credit or debit card but it's more typical for clients to pay quarterly or annually via invoice and bank transfers.

Question 5

How do I invite people to join my Instance team?

Accepted Answer

On Team, Team Plus or Enterprise plans you can invite additional Team members to your instance.

To do this go to the Team Section and click "Invite Team Members" towards the top right. You can then enter an email address and choose a role.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/W1UEXwzB1e/screenshot-my.malcolm.app-2019.08.06-20_27_33.png (Invite someone to your Team on MyMalcolm)

The available roles include:

Editor: create and edit FAQs and Workflows
Publisher: as editor but also the ability to publish and approve FAQs and Workflows
Administrator: as Publisher but also access to Instance Billing, Settings, Brand and Team.
Read only: allows a user to view FAQs, Workflows and associated feedback and submitted data
Custom: create the exact permissions you want a team member to have

You can edit and refine the privileges attached to a pending invite by clicking the invite tab, then the email address of the invited user.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/qqiHVb92Hp/Team%20section%20editing%20permissions.jpg (Team member privilege editing in MyMalcolm)

You can also edit the notifications Malcolm! will send to a team member (or pending team member once they accept their invitation) via the notifications tab.

Question 6

How do I delete data submitted to a Workflow?

Accepted Answer

You can delete some or all of the submitted data (including uploaded files) associated with a Workflow by selecting "Delete Data" in the Analyse tab of the relevant Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/tRaFrYJwoo/resources/lcSsh5w64C/Screenshot%202020-11-20%20at%2023.06.05.png (Delete Data dialogue in MyMalcolm)

You can choose to delete all data or selected data between two dates. Note that as well as removing data the delete process will also remove any exports you previously generated that contain the data plus any files uploaded via the Workflow and MyMalcolm activity logs. Please therefore export and download to your local system any data you wish to keep before starting the delete process in MyMalcolm.

Ratings, analytics and feedback associated with deleted Workflow completions will be kept and can still be reviewed via MyMalcolm post delete.

Question 7

What are tags for in the Media Section?

Accepted Answer

Tags are a way (along with folders) of helping your organise and label your media.

They can be useful when your media library becomes large. For example, if you use rights managed images in your FAQs you could use tags to help you remember the expiry dates of those rights.

Question 8

What are promos and how can I use them?

Accepted Answer

Promos are part of your hosted hub theme and are very flexible multi purpose content areas that appear towards the bottom of 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 a YouTube channel and want to draw attention to it use a promo!

On our own Malcolm! Help & Support Hub the "Upgrade your content" and "Hey there!" areas are promos.

Promos on Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/j0yBsWZi2d/screenshot-support.malcolm.support-2022.08.03-06_58_32.png (Promos on Malcolm!)

Promos on Malcolm!

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

Promo management in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6O1572FsqO/screenshot-my.malcolm.app-2022.08.03-07_03_19.png (Promo management in MyMalcolm)

Promo management in MyMalcolm

When creating a promo you have various options such as uploading your own background image, plus configuring links

Adding a promo in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QnCg1Rjnpm/screenshot-my.malcolm.app-2022.08.03-07_03_59.png (Adding a promo in MyMalcolm)

Adding a promo in MyMalcolm

Also see featured boxes for similar functionality that enables you to create and manage content towards the top of your hosted hub home page.

Question 9

Can I put Malcolm! Widget code into another site via Google Tag Manager?

Accepted Answer

If you are using Google Tag Manager on a site or application it is very easy to deploy the Malcolm! widget into that property via GTM.

Here is a step by step guide:

Set up your widget in the Share section of MyMalcolm (there is a guide here) and copy the embed code to your clipboard
In GTM click "Add a new Tag"
In Tag Configuration select a "custom HTML" tag type
Paste in the embed code from your clipboard
You don't need to support document.write
For your trigger use page view on all pages (assuming you want the widget to appear on all pages)

Question 10

Can I set Workflow values in a URL?

Accepted Answer

A very powerful feature of Malcolm! is the ability to populate one or more values within a Workflow via the URL to the Workflow itself.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/4pDguyLGuN/Set%20Workflow%20Values%20via%20URL.png (Set Workflow Values via URL)

This is extremely powerful if - for example - you want to pass into a Workflow information that lets you identify who has completed it - such as a customer ID or perhaps some other form of unique reference that lets you know what the information relates to (eg an order or transaction id)

For example, let's say a customer has created an order with order ID 12345 and you need some further information to fulfil the order. Rather than send them a Workflow which asks them for their order ID as one of the questions (or relies on you manually linking the submitted Workflow with a completed order your side) you could send them a link in the format https://url.com/workflows/order-info-needed?orderid=12345

You can put values for multiple fields in the URL too eg https://url.com/workflows/order-info-needed?orderid=12345&anotherfield=abcde

You can choose whether the user filling in the Workflow will see the Order ID repeated on their Workflow or not. If they can see it you can choose whether they can edit it or not. You can also choose what the descriptors in the URL (in the example above the "orderid" part) actually are. All these configurations are made by clicking on the individual element in the Workflow builder in MyMalcolm and scrolling to the "Settings" area.

When the Workflow is submitted you will receive the Order ID (and any other fields you have completed via the URL) as part of the submitted information.

When you combine the ability to populate fields by variables in the URL with the integration functionality of Malcolm! it becomes even more powerful as you could programmatically send out Workflows for completion (with some identifying information inserted via an auto generated URL) and then combine them with your other systems on submission via an integration or a webhook using the identifying information to link things together.

This becomes a great way to send out surveys, create follow ups to marketing campaigns, extend the functionality you offer to "logged in" users etc etc - the possibilities are endless!