Question 1

Can users save Workflow progress and complete later?

Accepted Answer

It can be very useful to give your users the option to save progress on a Workflow and come back to complete the rest later. It's especially helpful if a you have built a long multi-stage Workflow like an application form.

You turn this feature on in MyMalcolm - go to the Configure screen of each individual Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/r3sEcA2Ugh/screenshot-my.malcolm.app-2019.08.18-16_09_11.png (Turn Resume Workflow on in MyMalcolm)

When turned on users will see an option to "Finish Later" at the bottom of each Workflow screen. When clicked this will bring up an overlay asking them to enter their email address. A unique link will then be emailed that when clicked will take the user back to the same stage of the Workflow they were previously at.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/R3FxUMpkNL/screenshot-support.malcolm.support-2019.08.18-16_41_46.png (Finish Later option on a Workflow)

If you need to retrieve these links (for example someone completing the form didn't receive or has lost the email with the resume link in) you can also get to the link via the Completions area of the Workflow section of MyMalcolm - click the link under "Resume link" to copy the URL your clipboard.

Question 2

Can I change meta information and optimise Malcolm! for SEO?

Accepted Answer

Malcolm! offers lots of options to configure your hosted hub for SEO purposes. Below is an overview.

Hosted Hub Homepage

You can set the page title, meta description and keywords for your hosted hub homepage via Settings --> Instance --> Meta Content.

Hosted Hub homepage meta options in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/1YN7mN8DHC/screenshot-my.malcolm.app-2022.08.09-13_02_55.png (Hosted Hub homepage meta options in MyMalcolm)

Hosted Hub homepage meta options in MyMalcolm

You can configure whether you want search engines to see this page via the visibility tab.

FAQs and Workflows only homepage

If you use the FAQs only and Workflows only homepages, you can set the page title, meta description and keywords for them via Settings --> FAQs --> Meta Content and Settings --> Workflows --> Meta Content respectively.

You can configure whether you want search engines to see these pages via the visibility tab.

Visibility settings in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SYnelFDeLl/screenshot-my.malcolm.app-2022.08.09-13_08_05.png (Visibility settings in MyMalcolm)

Visibility settings in MyMalcolm

Authors, Categories & Tags

By default the results pages for Authors, Categories & Tags are not shown to search engines, but you can change this and configure the meta information via the respective Author, Category and Tag in the FAQ section.

Tag configuration in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/9qAnoZ47Lg/screenshot-my.malcolm.app-2022.08.09-13_04_47.png (Tag configuration in MyMalcolm)

Tag configuration in MyMalcolm

Advanced Settings

You can set much of the above, and some additional title and meta info via the language file which can be found at Settings --> Instance --> Advanced. Click "Show dictionary" to see what can be edited.

Advanced SEO options in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SmUzmyq955/screenshot-my.malcolm.app-2022.08.09-13_03_41.png (Advanced SEO options in MyMalcolm)

Advanced SEO options in MyMalcolm

Individual Content

You can edit the meta content and visibility (ie whether a search engine can see it) of an individual FAQ or Workflow via the configure tab of the FAQ or Workflow in question.

Social Images

A social image is the image that will be used when you link to content via services like Twitter, Facebook, LinkedIn etc.

A default social image is defined in your theme (Brand --> Theme --> edit icon on theme --> General)
That can be overriden by defining a social image in Settings --> Instance --> Meta
For your hosted hub home, the FAQs and Workflows only homepages and the Authors, Categories & Tags results pages the above can be overriden via the respective setting screens mentioned above.
An individual piece of content (ie an FAQ or Workflow) can set their own social image and override the above via the configure tab of the content in question.

Site Map

All published and "visible" pages/content will appear in the sitemap.xml file which can be found at yourhostedhub.com/sitemap.xml where yourhostedhub.com is your actual Malcolm! hosted hub URL.

Schema

We mark up content created in the FAQs section using Schema. This means your content may appear in Google as Rich Results. You can choose between marking content up as FAQPage (perfect for questions and answers) or as a WebPage. See here for more info. In addition if you insert a How-to / Step by Step into your content this is also marked up using Schema. See here for more info.

Question 3

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 4

Can I change the order in which FAQs are shown when a user browses a category, tag or author listing?

Accepted Answer

You can change the order your FAQs are sorted in when your users view by author, category or tag via Settings --> FAQs --> General.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/evapRB3yn5/screenshot-my.malcolm.app-2021.06.29-16_30_20.png (Author, category and tag sort order in MyMalcolm)

In addition to this you can also set an absolute order for FAQs within a particular category. To do this go to the category in question in FAQs --> Categories and select Reorder. You can then drag the FAQs to create the order you want.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RibhVyjiBt/Screenshot%202021-10-11%20at%2010.40.21.png (Reorder the FAQs in a category in MyMalcolm)

Note that these settings only affects listings, not searches. Searches are ordered by relevance.

If you want to be able to set an absolute for FAQs within an author or tag listing the way to do this is to set the date sort option, then in the individual FAQ configure tab use the display date to determine an order. The FAQ with the most recent date will be shown first in an author, or tag listing - and also in a category listing unless overridden using the absolute method above. The FAQ with the second most recent date will be shown second and so on.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/44K839GO3Z/screenshot-my.malcolm.app-2021.06.30-15_14_49.png (Display date in FAQ configure tab)

Note that if you set the display date to invisible either globally in Settings or individually on an FAQ's configure tab the date won't show on the front end to your customers/users but the date you set will still be relevant in determining the order in which the FAQs displays.

See the video below for a walkthrough

Question 5

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 6

What are featured boxes and how can I use them?

Accepted Answer

Featured boxes are part of your hosted hub theme and are very flexible multi purpose content areas that appear on 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 written an FAQ about your holiday opening hours and want to draw attention to it use a featured box!

On our own Malcolm! Help & Support Hub the "Using Malcolm! and need help?" and "What do you think of Malcolm?" are featured boxes.

Featured boxes on Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Y5JjW8JNLu/screenshot-support.malcolm.support-2022.08.03-06_26_45.png (Featured boxes on Malcolm!)

Featured boxes on Malcolm!

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

Featured boxes management in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/btIcIfywWZ/screenshot-my.malcolm.app-2022.08.03-06_29_33.png (Featured boxes management in MyMalcolm)

Featured boxes management in MyMalcolm

You can place featured boxes in the header area and/or body area of the page and choose a display type by row or columns.

Arrange featured boxes by row or column

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/YYqGBI2Bcx/screenshot-my.malcolm.app-2022.08.03-06_42_25.png (Arrange featured boxes by row or column)

Arrange featured boxes by row or column

When creating a featured box you have various options such as uploading your own icons or choosing one of ours, plus configuring links

Adding a featured box in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aYsKuoqfAg/screenshot-my.malcolm.app-2022.08.03-06_41_53.png (Adding a featured box in MyMalcolm)

Adding a featured box in MyMalcolm

Also see promos for similar functionality that enables you to create and manage content at the bottom of your hosted hub home page.

Question 7

Can I link to a Workflow when a user rates content?

Accepted Answer

When a user rates your FAQ or Workflow you may wish to link to a Workflow from the rating area to collect more detailed, specific information. That Workflow could in turn pass data to your other systems (eg ticketing systems or CRM) via an Integration or Webhook.

This feature can be used in combination with, or as an alternative to, the feedback comments feature.

You can enable this functionality for FAQs 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/VMGzMXACpu/Screenshot%202021-03-11%20at%2008.25.31.png (Post feedback Workflow configuration in MyMalcolm)

Here you can choose the Workflow linked to when the user gives feedback.

The default copy for the link text is "Submit additional feedback" but you can change that via the language file - details on how to do this here.

If you are going to enable this feature it may make sense to turn feedback comments off so all comments are captured in your Workflow. We also recommend you turn off the feedback on the individual Workflow you use for the post Workflow feedback (via the configure tag of the individual Workflow in question). This will avoid the user being asked for feedback on the feedback!

Question 8

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 9

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 10

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.