Question 1

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 2

Can I translate or change the system text and labels my users will see?

Accepted Answer

In addition to the FAQ and Workflow content that you create in MyMalcolm you can now change all the system generated text and labels your users see and interact with in the front end of Malcolm!

This means you could, for example, completely translate all the parts of Malcolm! your users will see into a different language.

The majority of the system text is stored and changed within your theme. Themes live in the Brand section of MyMalcolm.

Quite a few bits of system text can be changed contextually as you browse around the sections of your theme, however for the complete list of text you can change go to the "advanced" tab. Here you will have access to your custom language file. The language file stores any changes to the default system text. You'll see any changes you've already made in the other parts of the theme interface reflected here.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/E6kdxuV8w9/screenshot-my.malcolm.app-2020.08.12-00_01_21.png (Edit your language file in MyMalcolm)

At the bottom of the screen you will see two buttons.

Show dictionary - this will show you a complete list of system text items with some further information about where the text is used
Show language file - this will show you all the default values for system text

You can copy the key and default value for a bit of text, paste it into the custom language file window and then edit it. The part you want to change is on the right hand side.

For example, if you wanted to change the text next to the send FAQ by email functionality to be "Please email me" you would add the following to your custom language file

"Heading: Email this answer": "Please email me",

Please note that a few items of system text your users will see are configured elsewhere in MyMalcolm:

The default values, placeholder text, validation message, tooltip title and descriptions used within Workflows are configured in the Workflow builder - you click on the content element when it's been placed on a page in the builder to edit these items
Window titles and button text for Embeds are managed within the visual style section of the respective embed in the Share section (although you can change the default values used via the language file)

Question 3

How is the removal of Company Personal Data handled?

Accepted Answer

What is personal data?

Personal data only includes information relating to natural persons who:

can be identified or who are identifiable, directly from the information in question; or
who can be indirectly identified from that information in combination with other information.

What is Company Personal Data?

When you use Malcolm! to collect information from your customers, suppliers, staff or others that information may include personal data. In this context, Malcolm! acts as your data processor and the personal data we may process on your behalf is referred to as Company Personal Data. You can read more about this here.

Removal of Company Personal Data

There are two tiers of data removal. The first is a recoverable delete, known also as a soft delete. The second is a permanent delete or purge. Malcolm! supports both types of data deletion.

Soft deletion

Soft deletion means data is deleted enough to make it no longer visible or discoverable but not quite enough should it need to be recovered.

For example if you delete a Malcolm! Workflow in MyMalcolm then the Workflow and everything related to that Workflow is soft deleted. This means it'll all disappear from MyMalcolm and our APIs but should you realise the deletion was a mistake it could still be fully recovered (on request).

Purging

Purging is a permanent or secure delete. This could be either a physical delete (e.g. uploaded files on disk) or a nullification of stored values in a database. Once data has been purged it is no longer recoverable.

Rest assured, Malcolm! will never purge your data whilst your Instance is active!

What happens after my trial finishes?

After your 14 day trial period comes to an end your Instance will be disabled. From that point you'll have 30 days to subscribe to one of the plans. If no subscription is in place by then your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

What happens if my subscription lapses?

Subscriptions could lapse for a number of reasons but the most likely cause is an expired credit card. We'll keep you Instance active for 14 days to give you time to fix the problem.

If the problem is not fixed your Instance will be disabled but you'll still have a further 30 days to subscribe to a new plan should you wish to. If no subscription is in place by then your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

What happens after I delete my Instance?

You can request to have your Instance deleted and purged in Settings > Instance > Delete Instance. After 30 minutes of requesting the deletion your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

Can I request just a Workflow data delete and purge?

Yes you can! Within MyMalcolm you can create a Workflow data deletion request. The Workflow data will be first be soft deleted and then 30 days later it will be purged.

See How do I delete data submitted to a Workflow? for more information.

For more information...

For more information please read the Data Processing Addendum.

Question 4

How do I change the colour of my links?

Accepted Answer

You can change the colour of your links via your theme. Themes live in the Brand section of MyMalcolm.

In your main theme settings you'll see link colour options under Primary, Secondary, Tertiary and Body.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/PapJB2lyc6/Screenshot%202021-02-23%20at%2011.22.50.png (Link colour management in Themes)

In embed themes, the link colour is managed from the other colours section.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Ox2zsXtjRW/Screenshot%202021-02-23%20at%2011.23.15.png (Link colour management in Embed Themes)

In Workflow themes, the link colour defaults to the colour selected in the main theme but can be overridden.

Question 5

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 6

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 7

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 8

What does Malcolm! cost?

Accepted Answer

We offer four types of plan and pricing - they can be viewed here.

We bill on a per instance basis - you can read more about instances here.

Question 9

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!

Question 10

What are Integrations?

Accepted Answer

Integrations are a way of passing data you collect in a Malcolm! Workflow into other third party software or systems.

We currently offer integrations with:

Plus over 1,500 over apps via Zapier (more info here) and Make (formerly Integromat) (more info here).

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/v5lAa3NjkY/zapier-fb%402x.png (Malcolm! Integrations)

Configuring Integrations

Once you have created your Workflow, go to the Configure section and select Integrations. There you can link your third party accounts at our integration partners to your Malcolm! Instance by providing your credentials. Once your accounts are linked you can configure integrations with that partner and choose the data from your Workflow that is passed across. You can configure whether data is passed on every Workflow completion or only when certain conditions are met. It is possible to have multiple integrations so, for example, you could create a form which collected details from a new customer including a copy of their ID. You could then subscribe that new customer to a Mailchimp mailing list and store their uploaded ID documents in your Dropbox account by creating two integrations.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/5KmZGb3Q9Q/screenshot-my.malcolm.app-2019.08.06-19_50_53.png (Integrations in MyMalcolm)

Customer Consent

A reminder that it is good practice - and in certain territories a legal requirement - to ensure that your customers actively consent to their data being passed to third party companies who, like Malcolm!, act as data processors on your behalf. You act as the data controller. Most companies handle this consent via provisions in their Privacy Policy which their customers agree to. It is good practice therefore to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it.

Integration Failures

Sometimes integrations may fail. This could be for a variety of reasons, for example the integration partner's API's may be down and/or there may be a problem with your account at the third party provider (for example your Dropbox account may be over quota).

Firstly don't worry re losing customer data - Malcolm! will always store any user submitted data so if there is a problem with an integration

When a problem occurs we'll create a notification to let you know and periodically retry the integration. You can review the Integration logs and retry a failed integration event manually via MyMalcolm (navigate to the Workflow via Library then select Integration logs).

More Integrations coming soon!

We will be adding more and more integrations to Malcolm! in the coming months. If there is a particular integration you'd like us to add please let us know.