Question 1

Do you support animated GIFs?

Accepted Answer

Yes you can use animated GIFs in Malcolm! placing them in your FAQs or in Workflows (via the Content element).

You can upload the animated GIF into the media section of MyMalcolm or you can pull in externally hosted GIFs.

This cat has been uploaded to MyMalcolm:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WsOiR3iaEG/Cat.gif (Animated Cat.gif)

To pull in external GIFs use the following Markdown syntax:

The above Markdown results in this:

https://media.giphy.com/media/QpWDP1YMziaQw/source.gif (Image Description)

Have fun!

Question 2

Why is my embed not showing?

Accepted Answer

If you've set up an embed but can't see it check these things:

Have you implemented the tags correctly? Double check the tag install instructions
Is the embed published? If it’s not published it won’t show
If you are using them check your URL rules - the rule type could be too strict (e.g. URL is exactly xxx rather than URL starts with xxx) - if you are testing on a dev or test URL you can add this within the URL rule section
Check the scheduling - if there’s a schedule to only show the embed on certain days and/or between certain times that may be having an effect
If you are testing on mobile check you've not disallowed the emded showing on mobile

If you are still having problems please open a support ticket and we'll help!

Question 3

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 4

Can I embed HTML or add iframes to Malcolm! content?

Accepted Answer

Malcolm! FAQ supports embedding content via HTML iframes.

Most popular content channels such as YouTube and Vimeo offer an embed sharing option via HTML iframes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/TEt5gCaFXw/Screenshot%202021-01-29%20at%2011.06.24.png (Screenshot 2021-01-29 at 11.06.24 (1).png)

Malcolm! has two buttons on its editor toolbar. One for inserting video or presentation type content and one for other type of content. To use these features simply locate the HTML iframe code on your content channel and copy/paste it into one of these two dialogs.

Question 5

Do you support anchor links?

Accepted Answer

We support the ability to scroll the user to certain parts of your content on the same page via anchor (or "jump") links.

To insert an anchor click the anchor icon in the markdown editor. Type a name for your anchor in the dialog and hit insert (Malcolm! will make your text lower case and replace any spaces with a dash)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oCqoO1obU2/Insert%20anchor.png (Insert anchor dialog)

To link to the anchor use the create link dialog and find your anchor from the drop down list.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/7oI1UVxRhF/Target%20link%20to%20anchor.png (Target link to anchor)

Malcolm! will then add markdown to your content, you can see an example below

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/TkGY25Md9d/Anchor%20and%20target%20in%20markdown.png (Anchor and target in markdown)

Alternatively you can create your anchors and links directly in markdown, the syntax is as follows

To define your anchor

To link to your anchor

See the video below for a walkthrough of this feature

Question 6

Can I turn tags off?

Accepted Answer

You can turn the display of all tags or individual tags off/on. This will also affect the tag listing/results screens.

This feature can be useful in a number of ways, for example if you are prepping a new tag to go live and want to attach it to all your relevant FAQs/Articles but don't want it to display just yet you can simply leave it switched off until you are ready.

You can turn Tags off globally in Settings --> FAQs --> General (under the "Listings" heading)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WW0eQrCvC4/screenshot-my.malcolm.app-2023.04.02-15_42_17.png (Turning tags off globally in MyMalcolm)

Individual tags and their associated listings/results can be turned off via FAQs --> Tags then the three-dot menu to the right of the tag in question

Question 7

How do I sign up?

Accepted Answer

You can sign up and create a Malcolm! user account by filling in the registration form here.

You will need to verify your account via clicking a link in an email we send to your email so please ensure you use a real email address!

It is free to sign up and have a Malcolm! user account - billing belongs to an Instance rather than a user. See here for more on instances.

Your user account can be attached to one or more instances of Malcolm! and you can easily switch between them. This can be great if your company or organisation are using Malcolm! for various different things or if you are a freelancer and work with Malcolm! across different clients or projects.

Question 8

What is the Share section in MyMalcolm for / how does it work?

Accepted Answer

The Share section of MyMalcolm gives you tools to embed and share content from Malcolm! into your existing websites, applications and social spaces.

You can bring content from Malcolm! directly into your current website via embeds. Choose the content you want to embed and how you want it displayed and we'll give you some code. Inserting that code into your current website will load in your content from Malcolm!

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)

You can embed individual FAQs or Workflows, create custom widgets that can pull in things like search results, category listings, all content by a particular author, recent content, tagged content, most popular content and much more.

If you don't have a website or you want to group all your Malcolm! content together you can use our Hosted Hub.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/77KnCbIxOb/screenshot-my.malcolm.app-2019.11.05-11_21_58.png (About our Hosted Hub)

We also have a plugin for Wordpress.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/3xBONmPNuf/screenshot-my.malcolm.app-2019.11.05-11_06_58.png (The Share section of MyMalcolm)

In addition to the above customers on our Enterprise plans have full access to our API which means they can pull from and push content to Malcolm! in a variety of ways - please speak to your account manager for more details.

Question 9

Do I have to pay extra to brand or customise the look and feel of Malcolm?

Accepted Answer

No - all plans include extensive branding options. We want to make it as easy as possible for you to integrate Malcolm! and reflect the existing look and feel of your business.

Some of the branding options include:

Upload your logo
Change fonts
Change colours
Change favicon
Configure header and background images
Choose from a range of icons or upload your own
Show / hide / configure page elements
Configure excerpts
Configure suggested search
Change button labels
Configure number of search results returned per page
Configure filters
Featured Box and Promo management
Footer management
Configure 404 page
Choose different Workflow layouts
Configure SEO options
....and lots more!

If you need a hand creating logos, headers or other graphical assets we do offer a service that can help - see here for more information.

Question 10

Can I change the reply-to email address of an email answer alert to be the person who completed the Workflow?

Accepted Answer

Email answers are automated emails sent by Malcolm! when a customer completes a Workflow. You can send these emails to members of your team, your suppliers, the customer or anyone else you'd like.

Sometimes it can be useful to set a reply-to address for these emails. This can be a fixed value or a value supplied by a customer when completing a Workflow (eg their email address)

To use this feature, when creating your email answer, toggle the custom email setting

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/qR57A24eot/Enabling%20the%20option%20to%20customise%20the%20email%20theme%2C%20sender%20and%20content%20in%20MyMalcolm.png (Enabling the option to customise the email theme, sender and content in MyMalcolm)

Then you'll see an option to either type a reply-to address or assign a field from the Workflow for this value.