Question 1

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 2

Can I turn off feedback comments or enable for negative feedback only?

Accepted Answer

Sometimes you may wish to turn off the ability for users to leave feedback, or perhaps only offer the opportunity for feedback when the content has been rated negatively.

You can configure your preference via the Settings area of MyMalcolm. You can have different settings for FAQs and Workflows.

Look for the "Feedback comments" setting which appears under Settings --> FAQs and Settings --> Workflows

Question 3

Can I turn tags off?

Accepted Answer

You can turn the display of all tags or individual tags off/on. This will also affect the tag listing/results screens.

This feature can be useful in a number of ways, for example if you are prepping a new tag to go live and want to attach it to all your relevant FAQs/Articles but don't want it to display just yet you can simply leave it switched off until you are ready.

You can turn Tags off globally in Settings --> FAQs --> General (under the "Listings" heading)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WW0eQrCvC4/screenshot-my.malcolm.app-2023.04.02-15_42_17.png (Turning tags off globally in MyMalcolm)

Individual tags and their associated listings/results can be turned off via FAQs --> Tags then the three-dot menu to the right of the tag in question

Question 4

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 5

Who created Malcolm?

Accepted Answer

Malcolm! has been created from scratch by a passionate and dedicated team at Acknowledgement Limited.

Question 6

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 7

How do I set up my Hosted Hub?

Accepted Answer

Every instance of Malcolm! comes complete with a Hosted Hub that you can configure and customise.

You can find out more about the Hosted Hub here and if you want to turn if off you can find out how to do that here.

In MyMalcolm if you click "View Live" towards the top the screen you'll see what your Hosted Hub currently looks like.

The two things you are probably most likely to want to change are the URL the Hub is on and the Hub's look, feel and content. Here is how to configure each of those areas.

1. Configure the URL

In MyMalcolm, go to the Settings section, then select "Custom Domains" from the vertical left hand menu. In this area you can change the URL your Hosted Hub will use. It's possible (and no extra charge) to use your own external domain or sub-domain.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VKQ7z1JBXW/screenshot-my.malcolm.app-2019.08.12-17_01_54.png (Customise your domains in MyMalcolm)

2. Change your Hub's look, feel and content

You can extensively customise your Hosted Hub to suit your own requirements. To do this, go to the Brand section of MyMalcolm, clone an existing theme, then choose the edit icon on your cloned theme.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/cO3r3O1RbL/screenshot-my.malcolm.app-2019.08.12-17_03_00.png (Theme management in MyMalcolm)

In the edit theme area use the left hand vertical navigation to see all the custom options you have.

Question 8

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 9

How do I create routing via rules / logic flows in a Workflow?

Accepted Answer

When creating a Workflow (you might prefer to call it a form or a user journey) you may want to vary what is presented to the user based on their earlier inputs. For example if you sell different types of product and want to build a returns form the information you ask for might vary from product to product. So you'd ideally ask the user to choose the type of product they want to return, then show them further relevant questions that related to that type of product only.

Rules and routing in Malcolm! Workflows let you do just this - you can create complex and adaptive multi-step user journeys / forms easily via this feature.

Below is a simple example of how rules and routing work. In this example we create a simple form that asks a user for some basic details (their name, email address and "further details"). If they select "yes" to the question "Do you have documents or files to upload?" we'll include a screen for them to upload those files before they complete the form. If the user selects "no" we won't show them this screen and they will go direct to the Thank You screen.

Here is the setup in the Workflow builder in MyMalcolm:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/LFuUvRSKYT/screenshot-my.malcolm.app-2019.08.18-12_06_04.png (Building a Workflow with conditional routing in MyMalcolm)

Conceptually it is important to understand that rules and routing works at a page level (not at a question level). So where you have questions that will only be shown to the user in certain scenarios you should put those questions on their own page. You then use rules to show or hide those pages.

In our example we have set the "Include page by default" setting on page 2 to be off. By doing this page 2 is "hidden" and can only be seen by routing to it via a rule.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/sAdJrWv6tR/screenshot-my.malcolm.app-2019.08.18-12_10_51.png (Include page by default setting in Workflow builder in MyMalcolm)

You configure rules at a question/element level.

So in our example we now need to set up a rule on the "Do you have files or documents to upload?" question/element. To do this click on that question/element.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/xQvhNmZZk4/screenshot-my.malcolm.app-2019.08.18-12_09_39.png (Question elements in Malcolm! Workflow Builder)

In the overlay that appears select "rules". Then add the rule that if the value is equal to yes to include page 2.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/iVFe0tmYNZ/screenshot-my.malcolm.app-2019.08.18-12_09_10.png (Configuring rules in the Workflow Builder of MyMalcolm!)

The available options in values will vary according to the type of question/element you are editing. In "Then...." you have the option of including a page, hiding a page or moving to it. If you move to a page the Workflow will then continue from that page and jump over any pages before.

You can see the full range of options for this element type below.

Question 10

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.