Question 1

Could I use Malcolm! as a publishing platform?

Accepted Answer

Malcolm! has primarily been designed around service interactions with users (eg answering their questions and taking them through a process) but we do have users who use Malcolm! in a more "marketing" or "content" based way eg to host content and/or take their users through forms to download content or register for something.

If you want to use Malcolm! in this way it's worth remembering that you have full branding control (more info here) and can even rename things like FAQ's and Workflows (more info here). You can also change your base URL. See more information in this article.

By default we do mark up FAQs content using https://schema.org/FAQPage so if your content doesn't follow a question and answer format and you allow that content to be indexed by search engines you may wish to change the schema to https://schema.org/WebPage. You can see how to do this here.

The Examples section on our website may give you some further ideas on how you could use Malcolm!

If you want to go even further you might want to consider contacting us and having a chat. We do offer enterprise packages and bespoke development on top of the Malcolm! Platform.

Question 2

Can I change the terminology/rename FAQs and/or Workflows?

Accepted Answer

Within Malcolm! you can choose the title of your FAQs and Workflows, but you may want to use Malcolm! in a way where the terminology "FAQs" and "Workflows" doesn't make sense. For example you might want to rename FAQs "Policies" or "Help Articles". You might want to rename Workflows "Requests" or "Tasks".

This is no problem - you can rename both things in the Brand section of MyMalcolm.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QlfRt4MTdW/screenshot-my.malcolm.app-2019.08.06-17_22_37.png (Renaming FAQs in MyMalcolm)

Edit your chosen theme, then navigate to the "FAQ" and "Workflow" section in the vertical side navigation.

MyMalcolm will still refer to FAQs and Workflows but any references your users see will be updated to the value you set above.

Question 3

What is the Malcolm! widget and how do I implement it?

Accepted Answer

The Malcolm! widget is a great way to put your content in front of users. By using the widget you can float content over an existing website or application. Want to let your users find out answers to FAQs about a product or service you provide but don't want them to make them navigate from the screen they are on? The Malcolm! widget is what you need. Or perhaps you'd like to float a feedback or get in touch form over your website? Super easy to do with the Malcolm! widget. You can even make the content displayed contextual to the screen the widget is floating over. How cool is that?

We recommend you place the Malcolm! widget embed code on every page of your website. You can then configure whether the widget displays or not (and what it displays) from within MyMalcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/IdGAskGCq2/widget-fb%402x.png (The Malcolm! Widget)

Here is how to start using the Malcolm! widget.

Step 1: Create an embed

Go the Share section of MyMalcolm and select the Embed tab and then Create an embed. Select Widget as the type of embed you want to create.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Ji7YZa6eF7/screenshot-my.malcolm.app-2019.11.05-11_16_34.png (Create an embed in MyMalcolm)

Give your embed a name.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/zZgVvihFmE/screenshot-my.malcolm.app-2019.11.05-13_14_38.png (Names your embed in MyMalcolm)

Step 2: Choose your content

From this area you can choose a single FAQ or Workflow to display in the widget, or you can choose collections of content. These collections can be a category, a tag or an author. You can also make a collection out of a search result including a search that is contextual to the meta content of the page that the widget is on - you can query content based on the page title, meta keywords, meta description or a meta search tag.

Users can navigate content within the widget via clicking on items in the user interface eg categories, tags or authors.

If you don't choose a specific FAQ, Workflow or collection of content the default content displayed will be the most popular content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/jbX8ylorUd/screenshot-my.malcolm.app-2019.11.05-13_16_07.png (Choose the content for your widget)

Step 3: Configure the visual style of your widget

You can configure various options about the visual appearance and behaviour of your widget. The options include what the widget looks like in it's pre-expand state (a button or a drawer), the text used on the pre-expand, the colours and logo plus the location of the widget on your screen. You can also configure whether you want the search and footer used on expanded widget and whether the transition from pre-expand to post-expand and vice versa are animated or not.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/UEdVkI4MOo/screenshot-my.malcolm.app-2019.11.05-13_16_42.png (Configure the visual style of your widget)

Step 4: Set up URL rules and visibility settings

We recommend you put the Malcolm! widget embed code on every page of your website. But you might not want the widget to appear on every page. Using URL rules you can mangage and easily change which pages the widget does appear on from within MyMalcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/rVDvNjLQrJ/screenshot-my.malcolm.app-2019.11.05-13_17_22.png (Manage URL rules for your widget)

You may not want the widget to display on mobile browsers, or you may want the widget to only appear at certain times (for example when your office is closed) - you can configure these options in visibility settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/GWsPKq5LZ4/screenshot-my.malcolm.app-2019.11.05-13_19_13.png (Manage your widget visibility settings)

Step 5: Publish and place code on site

Finally when you are happy publish your widget.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/g4why3UaJ5/screenshot-my.malcolm.app-2019.11.05-13_20_01.png (Publish your embed)

Finally collect your code - you can cut and paste this or have it emailed to you (or the person who is responsible for implementation).

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/KyYO8MKguT/screenshot-my.malcolm.app-2019.11.05-13_47_41.png (Collect your widget embed code)

If you use Google Tag Manager you can also deploy the embed code via this system. See here for more details.

Question 4

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:

Question 5

When a Workflow is completed will I be sent an email?

Accepted Answer

When a user completes a Workflow, by default all the Team members of the instance (who are added and manged via the Team section of MyMalcolm) will receive an email.

You can also configure other people to receive an email on a Workflow by Workflow basis.

To do this:

In MyMalcolm go to the Workflow section
Click Library and then click on the Workflow you wish to configure email alerts for
Then click "Configure" on the black horizontal navigation then "Email Answers" on the left hand vertical navigation
Click "add a new email address" to add a new recipient. This can be a fixed email address you enter or, if you collect an email address on your Workflow, you can choose for the email to be sent to the supplied email
Note that you can also make a recipient conditional - this is very useful if you only want an email to be sent to a particular address when certain criteria on a Workflow are met

Question 6

Can you send me a (VAT) invoice?

Accepted Answer

You can download an invoice / receipt for each payment you've made to us in the Billing Section of MyMalcolm. Select "Invoices/receipts" in the left hand vertical navigation and then click the icon on the right of each row to download the invoice/receipt associated with each payment.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QTknAMoZwW/screenshot-my.malcolm.app-2019.08.05-11_06_35.png (MyMalcolm Invoices/receipts summary)

If you have paid VAT as part of the payment we've taken from your card your invoice/receipt will show a breakdown of this.

For more information about Malcolm! and VAT see this question.

Question 7

Can I remove the Malcolm! branding?

Accepted Answer

It is quick and easy to remove the Malcolm! branding and - if you want - replace it with your own. Here is how:

Hosted Hub

By default your Hosted Hub is Malcolm! branded. To change that:

In MyMalcolm go to the Brand section.
Click "Themes" on the black sub navigation.
The default Malcolm! theme will be selected. Click the "duplicate" icon (two squares overlapping). This will create a copy of the default theme called "Default copy".
Select the Default copy theme by clicking on it. Then click the "edit" icon (a pencil).
This brings up the edit theme interface. There are a huge amount of things you can change here. Use the left hand vertical navigation to browse all the possibilities.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6ACEG5RrGl/screenshot-my.malcolm.app-2019.08.05-10_46_38.png (MyMalcolm Theme Editing Options)

Footer

Be default a "powered by Malcolm!" badge appears at the bottom of content. You can turn this off (and also add other footer content such as copyright notices etc) in the "Footer" section of the edit theme interface referenced above.

Embeds

You can turn off the "powered by Malcolm!" badge in your embeds by turning off the footer. You do this via the style section of your embed configuration.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6Pb8R7IbC/screenshot-my.malcolm.app-2020.05.26-11_42_48.png (Style controls in an Embed in MyMalcolm)

Emails

Malcolm! can send emails to your customers/users in the following situations:

Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

To change the branding of these emails see this article.

To change the sender name and email address see this article.

Domain

Finally don't forget you can easily configure Malcolm! to use your own domain or sub-domain. For further details see this article.

Question 8

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 9

How do I use Zapier to connect Malcolm! to other applications or services I use?

Accepted Answer

Malcolm! now plugs into Zapier. Zapier is an integration platform - it connects thousands of apps to other apps/

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Zx8IUcIpAF/zapier-fb-2022%402x.png (Malcolm! plugs into Zapier)

In the context of Malcolm! this means that when a Workflow is completed you can use our Zapier integration to route some or all of the data that has been collected from that Workflow through into Zapier and then in turn onto thousands of other apps or services.

Here is how to set things up:

Firstly set up and publish a workflow in Malcolm! that collects the data you wish to move into other applications.
In MyMalcolm go to the Settings Section, then Workflows, then Integrations, then click on Zapier.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/0kJ1vTGUV4/screenshot-my.malcolm.app-2022.08.11-12_17_47.png (Zapier in Malcolm! Integrations)

In the overlay you'll have an option to choose some featured popular Zapier / Malcolm! integrations or to proceed to Zapier.com to create from scratch.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/GcKFNwccoc/screenshot-my.malcolm.app-2022.08.11-12_18_11.png (Make a Zap in MyMalcolm)

Sign up for an account at Zapier if you don't already have one - it is free - or login if you do have an account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WZcsX7PoBM/screenshot-zapier.com-2021.02.08-12_32_31.png (Malcolm! on Zapier)

Your trigger app should be Malcolm! and you want it to trigger on a new Workflow completion so hit "Save + Continue" once you have selected this option.
You now need to connect your Malcolm! instance to your Zapier account - click "Connect an Account" and follow the instructions. Once connected click "Save and Continue".
Choose a workflow then "Continue".
Wait for a sample to load and then click "Continue".
Choose an action App of your choice and configure as required - the exact process will vary from action App to action App but you are likely to need to agree some permissions and choose some options. Once done click "Save + Continue" or "Finish".
You will then be able to name your Zap and choose whether it is on or not.
Back in MyMalcolm, if you find the Workflow you used in your Zap in the Library, select it, then go to Configure then Integrations you should be able to see Zapier has been added. You can turn the integation off here if you want and/or configure it to be conditional (for example to only run when certain choices have been made on a Workflow).

Remember that Malcolm! always stores your data (which you can download anytime) - so if Zapier goes down or your integration doesn't seem to work properly no data will be lost.

We are hugely excited about the possibilities opened up via Zapier - we hope you are too! If you have questions or need a hand setting things up just contact us and we'll be happy to help.

Question 10

How does Password Protection of Content (FAQs or Workflows) work?

Accepted Answer

Malcolm! let's you password protect individual items of content (e.g. a particular FAQ or Workflow) and/or your Hosted Hub.

The best option for you will depend on how exactly you use and implement Malcolm!

Password Protection on Hosted Hub

You can add a "start of session" password to your Hosted Hub via the Visibility tab in the Settings section in MyMalcolm.

In this area you can add one or more passwords. For example you could add one password that all your users share, or you could give each user an individual password. You can supply a label/description next to the password in MyMalcolm to remind yourself who that password was created for. From the same area you can suspend or delete previously created passwords, as well as see when passwords were last used.

When a user visits any page on your Hosted Hub they create a web session. The first time they do this they will be asked for their password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/f2uGLquUY3/Screenshot%202019-04-23%2010.55.25.png (Screenshot 2019-04-23 10.55.25 (2).png)

Password Protection on Individual Content Items

You can also add configure password protection on individual items of content like an FAQ or a Workflow. You do this via the Visibility tab in the Configure section of the individual FAQ or Workflow (which you access via the library in the respective FAQ or Workflow section of MyMalcolm).

The default setting for items of content is that they inherit the settings from the Hub. So if no password is set at a Hub level no password is required to view the content. If a password is set at a Hub level then a password will be required at the start of the user session. If you want to ensure that a password is always required before a particular FAQ or Workflow is accessed you should set it at this content level. Bear in mind however that if you also have a Hub password set and a user starts their session with a direct link to individual content that is password protected they will need to enter two passwords: one to get them into the Hub session and a further password to view the content.

You can also set an individual item of content to never require a password, even if the Hub has a password set. This can be useful if, for example, you want to put all your content behind a Hub password but want to create a Workflow that lets people request access. In this scenario you would create a Workflow for the purpose of requesting access, set it to never require a password then link to it from the text you can configure on the Hub password request screen. When requests come in you can review them and if you approve you can manually set up the user's password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/I3VJyQJ4IZ/Screenshot%202019-04-23%2010.57.05.png (Screenshot 2019-04-23 10.57.05.png)

Also worth noting

If a user makes three failed password attempts they will not be able to attempt a further password within that session for 30 minutes.

Auth0

We also support managing user passwords via Auth0- see more details here and via Memberstack - see more details here.