Question 1

Does the free trial have any restrictions?

Accepted Answer

The free trial follows the quotas for the Team plan, but with a lower limit for file uploads.

A trial therefore allows:

Up to 100 FAQs
Up to 10 Workflows
Up to 5 team members
Fle uploads to a total of 100MB.

If you sign up to a plan via the Billing section of MyMalcolm your restrictions will be lifted. If you have a particular requirement for higher FAQ, Workflow, team members or file upload limits during your trial please get in touch with us to discuss.

Question 2

Can I change the path or base URL of my hosted hub pages?

Accepted Answer

As you are probably aware you can configure the Malcolm! hosted hub to use your own custom domain - see here for further details - but sometimes you may wish to change the part of the URL that comes after your domain.

By default your FAQs live at /faqs and your Workflows at /workflows

You can now choose from some alternative "base URLs" in the Settings area of MyMalcolm. Visit the FAQs or Workflows sub section respectively to choose an alternate URL for each content type. This feature may be particularly useful if you are using Malcolm! for more general content (eg how to's) rather than questions & answers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/2HZEwPaFKU/screenshot-my.malcolm.app-2022.02.14-09_32_41.png (Changing base URL in MyMalcolm)

By default we mark up your FAQ hosted hub content using the FAQPage schema. This is useful for search engine results. If your content is more general in nature you may prefer to change the schema used to WebPage. You can also do this from Settings --> FAQs.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oBmGTh9Taw/screenshot-my.malcolm.app-2022.02.14-09_33_40.png (Changing Schema type in MyMalcolm)

See below for a video walkthrough of changing your base URL:

Question 3

Can I open the web based version of an FAQ from a widget, overlay or inline embed?

Accepted Answer

You can turn on a link to the web based (hosted hub) version of each FAQ from within the widget, overlay or inline embed view of that FAQ via your embed theme.

Goto Brand --> Embeds --> The edit icon on the Emend Theme --> Scroll to the bottom of that screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/NcUhlNGNYG/Screenshot%202021-03-22%20at%2009.13.29.png (How to turn on the link to web based FAQ feature in MyMalcolm)

Watch the video below for more information!

Question 4

How to integrate with Mews using Workflow integrations

Accepted Answer

At Malcolm! HQ we continue to roll-out our built-in Workflow integrations, our most recent being the Mews Property Managamenet System.

Use a Malcolm! Workflow to capture information or record choices from your guest then have that data added to the guest notes in Mews. All you need from your guest is their Surname and Confirmation Number or a Reservation ID.

Connect to Mews

Get started in MyMalcolm by connecting to your Mews account via Settings > Workflows > Integrations using your Mews Client token and Access token.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/nV6HefCjKn/Screenshot%202022-03-28%20at%2009.59.27.png (Screenshot 2022-03-28 at 09.59.27.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/31zLOc5PSh/Screenshot%202022-03-28%20at%2009.59.46.png (Screenshot 2022-03-28 at 09.59.46.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/W5MGLxYUvx/Screenshot%202022-03-28%20at%2010.00.51.png (Screenshot 2022-03-28 at 10.00.51.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/igxpR5jiUq/Screenshot%202022-03-28%20at%2010.01.04.png (Screenshot 2022-03-28 at 10.01.04.png)

Build the Workflow

Start a new Malcolm! Workflow and capture the guest Surname and Confirmation Number.

If you prefer a hidden Reservation ID could be passed in via the URL, for example using a link in a direct email to the guest. URL values can also be tokenised to hide their true value. Read more on Setting Workflow values in a URL and Securing Workflow values.

Finish by adding the fields you'd like to capture in guest profile notes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/EzbeRogC4Y/Screenshot%202022-03-28%20at%2010.05.53.png (Screenshot 2022-03-28 at 10.05.53.png)

Configure the integration

From the builder head to Configure > Integrations and choose the Mews integration.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/itYnbSd00O/Screenshot%202022-03-28%20at%2010.06.31.png (Screenshot 2022-03-28 at 10.06.31.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/l8M5UTXKsH/Screenshot%202022-03-28%20at%2010.06.45.png (Screenshot 2022-03-28 at 10.06.45.png)

Choose the "Add notes to a guest profile" action and your Mews booking service.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/fy8HASkjMf/Screenshot%202022-03-28%20at%2010.07.03.png (Screenshot 2022-03-28 at 10.07.03.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QD16dElxZr/Screenshot%202022-03-28%20at%2010.07.09.png (Screenshot 2022-03-28 at 10.07.09.png)

Connect up your Malcolm! Workflow fields.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QPrIZSUn6F/Screenshot%202022-03-28%20at%2010.07.39.png (Screenshot 2022-03-28 at 10.07.39.png)

Finish by enabling the integration and saving.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/zfnYbaPohW/Screenshot%202022-03-28%20at%2010.56.56.png (Screenshot 2022-03-28 at 10.56.56.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/vISxJiGvRj/Screenshot%202022-03-28%20at%2010.07.53.png (Screenshot 2022-03-28 at 10.07.53.png)

We hope you enjoy using this new integration. If you have any feedback or questions please get in touch below or via support@malcolm.app.

Question 5

Can I put videos in my FAQs?

Accepted Answer

Yes, the best way to do this is via an external host like YouTube or Vimeo. Find out more here.

Question 6

How do I review the feedback on my FAQs or Workflows?

Accepted Answer

You can choose whether to allow your customers to feedback on your FAQs or Workflows. They can say whether the content was helpful or not and optionally leave comments.

This information is only seen by you and other team members on your instance - it isn't viewable by other customers.

The feedback feature can be very useful as your customers may highlight things that are confusing or information/items you have left out.

When feedback is left a notification will be created. You can see feedback across all content in the Feedback area within the FAQ or Workflow sections. You can also see feedback on an individual FAQ or Workflow when navigating to that FAQ or Workflow via the Library.

Question 7

Can I receive an email every time a new FAQ or Workflow is published?

Accepted Answer

Sometimes it can be useful to receive an email when a new FAQ or Workflow is published on your instance. This feature is turned off by default - to turn it on follow these steps.

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 (MyMalcolm navigation bar)

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/FVf5EupLg4/screenshot-my.malcolm.app-2020.03.03-17_26_08.png (Your notification settings in MyMalcolm)

Note that your notifications 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 notification preferences you choose are personal to you and will not affect the notifications of other team members on an instance.

Question 8

Can I send the person who completes a Workflow an email?

Accepted Answer

If you want to send the user who completes a Workflow an email you can do this by creating an email answer rule and specifying the "to" email address as the email address supplied in the Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/iqjmD58nO8/screenshot-my.malcolm.app-2022.04.20-13_07_20.png (Configuring email answer in MyMalcolm)

Note that you can edit the sender name, subject line and email contents in this same create email answer dialogue.

To edit the sending email address see this FAQ and to change the branding/design of the email that is sent see this FAQ.

Question 9

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 10

Do you support Google Tag Manager?

Accepted Answer

Yes, we support Google Tag Manager. You put Google Tag Manager, and the subsequent tags and behaviours you configure in GTM on all your user facing pages. See this FAQ for further details.

You can also put Malcolm! content into an external site using our widget and Google Tag Manager. See this FAQ for further details.