Question 1

Can I put tracking (or other) tags in my FAQs / Workflows / Hosted Hub?

Accepted Answer

You can add Javascript tracking tags via the Settings Section of MyMalcolm. Select Tracking tags within that section.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/dcbZzXmJdp/screenshot-my.malcolm.app-2019.07.30-19_55_21.png (Tag management in MyMalcolm)

For Google Analytics you can just add your GA ID.

For users of Google Tag Manager you can add your GTM ID then manage all tags via their interface.

For any other tags add these in the "Any other Javascript snippets" area.

If you wish to use another tag manager you could add that tag managers code in the "Any other Javascript snippets" area and then manage your tags via their interface.

Question 2

I'd like to open the Overlay embed directly, how do I do this?

Accepted Answer

When you create an Overlay embed we give you two bits of code to add to your page. The first is the master code which you should place just before the closing tag. The second is the inline code which generates the button users click to open the overlay - this goes inside the tags where you want the button to appear. When the user clicks the button the Overlay embed will appear in a modal (pop-up) over your page.

The inline code we give you will look like this -

Sometimes you might want to call the overlay but not use our button. You might want to call it from text or use your own button/graphic or you might want to call it in the background when a user does something else on your page.

You can do this by calling mapi in JavaScript.

The mapi has four methods - open, close, trigger and toggle. Open, close and toggle all return promises (i.e., a function that resolves when the animation is complete or a rejects if something went wrong, e.g., no embed found for the param passed). Trigger is more "fire and forget" - it will call the open function if everything goes well, otherwise it silently fails.

Here is an example using an href link that uses the trigger method to open the Overlay -

Note that you must have our master embed code on your page for the above to work and you need to replace EMBED_ID with your embed ID.

The above may also be useful for customers who are using third party site building systems - sometimes putting inline code into a page on those systems can be restricted so you can't add our inline code to render your button. If you can create inline links you could try using the above example with the trigger method to open the Overlay (again remember you also need the master code on the page).

Question 3

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 4

What is MyMalcolm?

Accepted Answer

MyMalcolm is comprehensive control panel area of Malcolm! where you can manage your instances. It is accessed at https://my.malcolm.app.

Question 5

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 6

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.

Question 7

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 8

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 9

Is there a limit to the amount of media I can upload? How much media space will I need?

Accepted Answer

Each instance of Malcolm! initially comes with a 0.5GB allocation of file storage space.

Because a web bowser will download all content on a page it's good practice (for page loading speed and also SEO purposes) to try and keep each image on your page under 2MB and not include too many images on any one page. Squarespace have a good general guide here.

Video files should not be uploaded to Malcolm! - instead use YouTube or Vimeo and embed your content - see here for more info.. This offers a much better experience for your users (they get a device/speed appropriate stream) and your page download speed will not be compromised.

If you wish to make large documents available for download consider using a dedicated file hosting service (eg Dropbox, Google Drive, WeTransfer etc) and linking to that from your FAQs. This is better user experience because your user will be made aware of the file size before starting the download.

Remember in particular your mobile users who may be viewing your content via significantly slower connections!

If you do find yourself nearing the limit of your initial allocation contact us to request a higher allocation and we can provision this for you - there is no extra charge for this.

Question 10

How do I write a good Frequently Asked Question (FAQ)?

Accepted Answer

Some top tips for writing a good Frequently Asked Question (FAQ) include:

Think like your customers and try to phrase your title in a way a real customer would ask you a question
Use the brief summary area to provide the initial answer - this is what customers will see in search results and when browsing FAQs
For the full answer you can repeat the Brief Summary information but go into more detail
Try and be concise and punchy with your answer - it can be useful to break up the text with subheadings and bullet points
Don't repeat information if it's available elsewhere - better to link to that information! For example if you have an FAQ answering "What times are you open?" and your opening hours are on your main website your answer can simply be "Our opening hours can be seen on our website here" and you can add a link
If you have images or media (eg a YouTube video) that can help with an answer don't be afraid to include it in your answer - Malcolm! fully supports this and customers love it!
Remember to use tags and categories as that will help your customer find their way to the FAQ
Use the feedback option in Malcolm! as that will let customers tell you if the content is useful or not. Regularly review the feedback you get in MyMalcolm!