Question 1

How do drafts, versions, publishing and approvals of FAQs work?

Accepted Answer

Malcolm! has an inbuilt versioning system and optional scheduled publishing and approval functionality.

Versions can be useful if you change the answer to a question but at a later date want to revert the answer back to a previous version.

They can also be useful for compliance and regulatory reasons, eg in the future you might want to review what your FAQ answer was at a certain point in time.

Versions also enable you to "prep" updated content ahead of it going live. For example if you are revising your product or service you might need to update your FAQ content. But you might not want that new updated content to go live until your the changes to your product or service also go live.

How Versioning Works

When you first create an FAQ you are creating a draft. When you have finished editing you publish that draft into a version. When you make a version live that version is then what your customers see.

You can choose which version of content is live via the publishing section of an FAQ. To get to this browse to FAQ via the Library, then once selected go into the Publishing section.

You can also start a new draft based on a published version.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VB6EF763Ha/screenshot-my.malcolm.app-2019.08.06-19_15_24.png (Versions in MyMalcolm)

How Scheduled Publishing Works

As well as choosing to make a version live immediately you can also choose to make a version live at a certain date and time in the future. You may only want a version to be live for a certain period of time so you may wish to set an end date. You may also want different versions live at different times. You can set this up and manage and edit upcoming schedules in the publishing section of an FAQ.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6R9cFykdG0/screenshot-my.malcolm.app-2019.08.06-19_30_00.png (Scheduled Publishing in MyMalcolm)

How Approvals Work

The Approval functionality adds a stage between turning a draft into a published version - the draft has to be approved. This functionality can be useful if you work in an organisation where a legal or compliance department wants to review any changes to customer facing communications. It can also be useful if one team member, for example a manager or editor, wants to ensure they personally review all content changes submitted by staff members (or perhaps freelancers) before those changes are allowed to go live.

Approvals functionality is off by default. To turn it on go to the Settings section, General settings, Content approval.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/drOJxuIL5V/screenshot-my.malcolm.app-2020.06.29-17_43_05.png (Enable Approvals in MyMalcolm)

Although you can technically approve your own content the approval functionality makes most sense when you have several team members on an Instance. So it tends to be used by instances that are on our Team or Enterprise plan. You can choose which users on your instance have the approval privilege via the Team section.

Notes can be added to each draft you put forward for approval.

If you are waiting for your content to be approved, or you are a user with the approval privilege you can access your options in the Publishing section. This can be accessed globally (ie showing activity and options across all FAQs) within the first level of FAQ or via an individual FAQ where just activity and options for that individual FAQ is shown. )

Question 2

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 3

Does my hosted hub have a sitemap I can submit to Google?

Accepted Answer

Your hosted hub has a site map of all published and non-hidden content that you can submit to Google Search Console and other similar services or software at /sitemap.xml

eg if your hosted hub URL is support.mydomain.com the URL for your sitemap will be https://support.mydomain.com/sitemap.xml

Question 4

My verification email has not arrived?

Accepted Answer

Your verification email (to verify your email address) should usually arrive within a few minutes. If it hasn't turned up check your spam folder.

If the email still hasn't arrived after a few minutes there are a few possible reasons:

Occasionally users may accidentally misspel their email address
There could be a temporary issue at our email sending provider (Mailgun) that is delaying emails
There could be a temporary issue at your email provider that is delaying emails
You may have very strict email filtering enabled and don't accept email from new senders (in this case you should update your rules to allow email from support@malcolm.app)
Your email provider may be rejecting email sent by our email sending provider (Mailgun)

The quickest resolution in many cases is simply to register again using a different email address.

Question 5

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 6

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 7

How do I change my Plan?

Accepted Answer

You can move between different types of plan in the Billing section of MyMalcolm. Bear in mind that different plans have different quotas so if you are downgrading to a less expensive plan you may need to reduce the number of FAQs you have (for example) if you are moving from a Team to a Micro plan.

Question 8

Can I have a different logo on FAQ / Workflow pages?

Accepted Answer

Sometimes you might want to use a different logo on your hosted hub homepage to the rest of your hosted hub. If you are using a header image on the hosted hub homepage for example you might want to use a reversed or alternate logo that works well on top of that image.

You can specify a secondary logo inside the header section of your theme.

Question 9

How do I delete feedback on an FAQ or Workflow?

Accepted Answer

Feedback collected via Malcolm! can only be seen by suitability authorised team members on your instance but there may be situations where you want to delete it, for example if it contains personally identifiable information and your organisation has a policy that you only want to store this for a certain period of time.

To delete feedback for an individual FAQ select the "Delete data" option in the Analyse section of the FAQ.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/IK3fsFzNON/Delete%20FAQ%20Data%20in%20MyMalcolm.png (Delete FAQ Data in MyMalcolm)

To delete feedback for an individual Workflow select the "Delete data" option in the Analyse section of the Workflow and then select either "Delete feedback data" or "Delete all data" (which will also delete all your completion data)

Question 10

How do I use your Wordpress plugin?

Accepted Answer

First download the Malcolm! Wordpress Plugin here.

In MyMalcolm! create your embeds as normal - instructions here.

At the end of the Embed creation process when your embed code is generated there is some text which says "Embedding in a Wordpress site?" - if you click that text you will be shown your instance ID and for some embed types you will be shown a shortcode. There is also an option to have this information emailed to you.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Lglywov3F9/Screenshot%202020-05-24%2022.00.27.png (Embedding in a Wordpress site?)

In Wordpress, install the Malcolm! plugin then goto Settings --> Malcolm! and add your instance ID. Currently on some versions of Wordpress when you add the instance ID and press Save there is no acknowledgement of this but you can verify the instance ID has indeed been saved by navigating away and then back to Settings --> Malcolm!

You can see your instance ID in your URL when you are in MyMalcolm eg, https://my.malcolm.app/instances/XXXXXXXXXX/dashboard. The instance ID is the 10 digit code code shown where the X's are above.

For Widget and Full page embeds this is all you have to do - you can then configure on which pages your embeds appear via MyMalcolm (via the URL rules section of the respective embed).

For inline embeds and overlays you need to position where you would like the embed or the overlay launcher in your content. You do this using the Shortcode. Go to the page or post in Wordpress, make sure you are in code editor (not visual editor) and put the Shortcode where you wish the embed to appear / or the overlay be launched from.

If you have any issues with you embeds not appearing first check these things.