Question 1

How do I change my social share image?

Accepted Answer

Your social share image is the image that may appear when you share a URL from your hosted hub on social networks (like Facebook or LinkedIn) or in text messaging applications (like WhatsApp)

By default all pages have a generic image.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Q6c9P9gVRH/Screenshot%202024-06-25%20at%2018.17.27.png (Generic Malcolm! social share image)

You can change this and set your own default social share image in your theme (in the general tab of your individual theme settings)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/uOPooHQX3d/Screenshot%202024-06-25%20at%2017.56.47.png (Social share settings in your theme in MyMalcolm)

There are then a number of optional overrides that you can apply if desired:

on each individual FAQ/Article or Workflow you can change the social share image for that individual piece of content in Configure --> Meta content
for each author, category or tag, if you have set the respective listing to index, you can change the social share image in the meta section of the listing settings
for the hosted hub home you can change the social share image in Settings --> Instance --> Meta content
for the individual FAQ/Article home (if enabled) you can change the social share image in Settings --> FAQs --> Meta content
for the individual Workflow home (if enabled) you can change the social share image in Settings --> Workflows --> Meta content

You can use a site like https://socialsharepreview.com/to check your social share images are coming through as intended.

Question 2

Can I change the reply-to email address of an email answer alert to be the person who completed the Workflow?

Accepted Answer

Email answers are automated emails sent by Malcolm! when a customer completes a Workflow. You can send these emails to members of your team, your suppliers, the customer or anyone else you'd like.

Sometimes it can be useful to set a reply-to address for these emails. This can be a fixed value or a value supplied by a customer when completing a Workflow (eg their email address)

To use this feature, when creating your email answer, toggle the custom email setting

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/qR57A24eot/Enabling%20the%20option%20to%20customise%20the%20email%20theme%2C%20sender%20and%20content%20in%20MyMalcolm.png (Enabling the option to customise the email theme, sender and content in MyMalcolm)

Then you'll see an option to either type a reply-to address or assign a field from the Workflow for this value.

Question 3

How can I send custom emails to my customer, team or suppliers when a Workflow is completed?

Accepted Answer

When a Workflow is completed you can use the email answer functionality to send an email to the person who completed the Workflow, a member of your staff/team, a supplier or anyone else you like.

You can use rules to only send the emails when certain conditions are met (eg when certain values are selected on the Workflow)

You can also configure who that email comes from and what it looks like.

Using the email picker functionality you can additionally create a unique email template into which you can place data supplied by the customer on the Workflow they have just completed. Using all these features together gives you in effect full "mail merge" capability.

You'll see the picker icon in the body area when you go to set up an email answer and choose to customise the email content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/n6dY5MtLxo/Email%20picker%20icon%20in%20MyMalcolm.png (Picker icon in edit email body dialog)

This will bring up a dialog which lets you choose a value from the Workflow and place it in your email body. You can also choose to show the field name as well if desired.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Epwr02sjsu/Inserting%20a%20Workflow%20value%20using%20the%20picker%20tool%20in%20MyMalcolm.png (Inserting a Workflow value using the picker tool in MyMalcolm)

You can place the values within your email body as shown below

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RyYGLAvRJj/Editing%20an%20email%20answer%20in%20MyMalcolm%20using%20values%20placed%20by%20the%20picker.png (Editing an email answer in MyMalcolm using values placed by the picker)

You can also see a Walkthrough of how to do this in the video below

Question 4

Do you support anchor links?

Accepted Answer

We support the ability to scroll the user to certain parts of your content on the same page via anchor (or "jump") links.

To insert an anchor click the anchor icon in the markdown editor. Type a name for your anchor in the dialog and hit insert (Malcolm! will make your text lower case and replace any spaces with a dash)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oCqoO1obU2/Insert%20anchor.png (Insert anchor dialog)

To link to the anchor use the create link dialog and find your anchor from the drop down list.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/7oI1UVxRhF/Target%20link%20to%20anchor.png (Target link to anchor)

Malcolm! will then add markdown to your content, you can see an example below

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/TkGY25Md9d/Anchor%20and%20target%20in%20markdown.png (Anchor and target in markdown)

Alternatively you can create your anchors and links directly in markdown, the syntax is as follows

To define your anchor

To link to your anchor

See the video below for a walkthrough of this feature

Question 5

Do you support a collapsable section in content?

Accepted Answer

If you'd like to have content that has to be clicked to be viewed you can create collapsable sections of content which are closed by default.

Here is an example

Here is the hidden content!

https://media.giphy.com/media/3pZipqyo1sqHDfJGtz/giphy.gif (hello!)

The Syntax is as follows

This above will render a "> Click to open" link on the page which when clicked, will reveal the rest of the content underneath.

Question 6

Can I enable reCAPTCHA on my Workflows or FAQs?

Accepted Answer

We now support using Google reCAPTCHA on your Workflows and FAQs/Articles.

When enabled, this will offer protection against spam completions of your Workflows and (if you are using them) the submit feedback and send FAQ/Article by email functionality within Malcolm!

You can find out more about Google reCAPTCHA here.

We support:

reCAPTCHA v3
reCAPTCHA v2 - Invisible
reCAPTCHA v2 - Tickbox

You can enable and configure reCAPTCHA for Workflows and/or FAQs independently. So, for example, you could enable reCAPTCHA protection for Workflows but not FAQs. You could also use a different version of reCAPTCHA for Workflows and FAQs.

You can turn reCAPTCHA on via:

Settings --> FAQs --> reCAPTCHA
Settings --> Workflows --> re CAPTCHA

Start by registering your instance with Google which you can do here.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/xynNm0rZqV/screenshot-my.malcolm.app-2023.04.16-22_02_50.png (Setting up reCAPTCHA in MyMalcolm)

Our dialog will show you the information you need to add to Google's interface. You can then paste the credentials you receive back from Google into MyMalcolm.

When enabled, ReCAPTCHA will work across all formats (ie content on your hosted hub, widgets, overlays and embeds).

Question 7

Can I use two-factor (2FA) / multi-factor authentication (MFA) to secure my MyMalcolm account?

Accepted Answer

You can secure your MyMalcolm user account using two-factor authentication (2FA). To use this feature you will need a native MyMalcolm user account, that is you are not using Sign In with Google.

To turn 2FA on click the "Enable two-factor authentication" button in the Security tab of your profile. To access your profile 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/iermJcbNuB/screenshot-my.malcolm.app-2023.04.14-15_38_30.png (Enabling two-factor authentication in MyMalcolm)

You will then be shown a QR code you can scan in your choice of authenticator app. Alternatively there is also an option to be given a text code to enter into your authenticator app.

On the next screen, having added Malcolm! to your authenticator app, you will be asked to type in the current code. Once that code is accepted, as the final step of the process, you will be given some recovery codes which you should store safely and can be used to access your Malcolm! account if you are ever unable to use your authenticator app.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6pXAu1iddP/screenshot-my.malcolm.app-2023.04.14-15_54_29.png (Recovery codes in MyMalcolm two-factor authentication setup)

Please note that if you lose access to your authenticator app and your recovery codes we will be unable to restore access to your account!

Question 8

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 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

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