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: ``` Click me ``` Note that you must have our master embed code on your page for the above to work and you need to replace INSERT_EMBED_ID_HERE 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).

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: ``` Click me ``` Note that you must have our master embed code on your page for the above to work and you need to replace INSERT_EMBED_ID_HERE 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).

Yes you can use animated GIFs in Malcolm! placing them in your FAQs or in Workflows (via the Content element). You can upload the animated GIF into the media section of MyMalcolm or you can pull in externally hosted GIFs. This cat has been uploaded to MyMalcolm: To pull in external GIFs use the following Markdown syntax: `![Image Description](https://media.giphy.com/media/QpWDP1YMziaQw/source.gif)` The above Markdown results in this: ![Image Description](https://media.giphy.com/media/QpWDP1YMziaQw/source.gif) Have fun!

Yes you can use animated GIFs in Malcolm! placing them in your FAQs or in Workflows (via the Content element). You can upload the animated GIF into the media section of MyMalcolm or you can pull in externally hosted GIFs. This cat has been uploaded to MyMalcolm: To pull in external GIFs use the following Markdown syntax: `![Image Description](https://media.giphy.com/media/QpWDP1YMziaQw/source.gif)` The above Markdown results in this: ![Image Description](https://media.giphy.com/media/QpWDP1YMziaQw/source.gif) Have fun!

Related FAQs are auto-generated and be default are FAQs either in the same category or similarly tagged. We take the top 5 most popular from that list. You can choose to force the Related FAQs to use tags or just the category by updating the setting in MyMalcolm / Settings / FAQs:

Related FAQs are auto-generated and be default are FAQs either in the same category or similarly tagged. We take the top 5 most popular from that list. You can choose to force the Related FAQs to use tags or just the category by updating the setting in MyMalcolm / Settings / FAQs:

Within MyMalcolm go the FAQ Section and click "Create a FAQ" towards to the top right of the screen. This will bring up the "compose your question and answer" dialogue. Here you can input the question, an optional brief summary answer (used in search and browse results) and your full answer. [For tips on how to write a good FAQ click here!](https://support.malcolm.support/faqs/how-do-i-write-a-good-frequently-asked-question-faq) When composing your FAQ you can use the formating controls in the "full answer" box or directly enter Markdown. Markdown is a great way of quickly adding formatting to textual content. If you've not used it before it can take a minute or two to get used to it but it's very fast to work with once you have got the hang of it. You can click the "Need help with Markdown?" button bottom left anytime for a quick reference Markdown guide. You can see what your FAQ will look like to your users by pressing the "Preview" button top right. When you have written your content press "Next: Configure" to move onto the configuration options for your FAQ. In this area you can control various things about your FAQ such as whether an author is shown, what the URL is, your choice of tags, whether the feedback form is enabled and the category or categories the FAQ lives in. You also have various options around whether the FAQ can be seen by search engines, is password protected or not and can be found or not via the Malcolm! search/browse capability. You can even set the FAQ (or versions of it) to publish and un-publish automatically at certain dates and time in the future. Watch a video guide to creating an FAQ below.

Within MyMalcolm go the FAQ Section and click "Create a FAQ" towards to the top right of the screen. This will bring up the "compose your question and answer" dialogue. Here you can input the question, an optional brief summary answer (used in search and browse results) and your full answer. [For tips on how to write a good FAQ click here!](https://support.malcolm.support/faqs/how-do-i-write-a-good-frequently-asked-question-faq) When composing your FAQ you can use the formating controls in the "full answer" box or directly enter Markdown. Markdown is a great way of quickly adding formatting to textual content. If you've not used it before it can take a minute or two to get used to it but it's very fast to work with once you have got the hang of it. You can click the "Need help with Markdown?" button bottom left anytime for a quick reference Markdown guide. You can see what your FAQ will look like to your users by pressing the "Preview" button top right. When you have written your content press "Next: Configure" to move onto the configuration options for your FAQ. In this area you can control various things about your FAQ such as whether an author is shown, what the URL is, your choice of tags, whether the feedback form is enabled and the category or categories the FAQ lives in. You also have various options around whether the FAQ can be seen by search engines, is password protected or not and can be found or not via the Malcolm! search/browse capability. You can even set the FAQ (or versions of it) to publish and un-publish automatically at certain dates and time in the future. Watch a video guide to creating an FAQ below.

Invisible tags are a useful way you can influence search results. Like normal tags they will contribute to search ranking of an FAQ, but they won't be shown on the front-end to your users. If you therefore want a particular phrase to return a particular FAQ but your content doesn't feature that phrase or is being out ranked by another FAQ invisible tags can help. You can make current tags invisible or set up new invisible tags in MyMalcolm via FAQs / Tags: You then apply tags as usual via the configure area of the individual FAQ:

Invisible tags are a useful way you can influence search results. Like normal tags they will contribute to search ranking of an FAQ, but they won't be shown on the front-end to your users. If you therefore want a particular phrase to return a particular FAQ but your content doesn't feature that phrase or is being out ranked by another FAQ invisible tags can help. You can make current tags invisible or set up new invisible tags in MyMalcolm via FAQs / Tags: You then apply tags as usual via the configure area of the individual FAQ:

If you would like to turn off the ability for a user to have a particular FAQ emailed to them you can do this on a per FAQ basis via the Configure / General area of the FAQ in MyMalcolm: If you want to turn off this feature for all FAQ's in the instance you can do this globally via Settings / FAQs / General Settings:

If you would like to turn off the ability for a user to have a particular FAQ emailed to them you can do this on a per FAQ basis via the Configure / General area of the FAQ in MyMalcolm: If you want to turn off this feature for all FAQ's in the instance you can do this globally via Settings / FAQs / General Settings:

Yes, the best way to do this is via an external host like YouTube or Vimeo. [Find out more here. ](https://support.malcolm.support/faqs/can-i-embed-youtube-or-vimeo-videos-in-my-faqs)

The FAQ section is of MyMalcolm is where you create and manage your FAQ content. Within the FAQ section there are several different areas: * **Overview:** here you can see statistics on the number of views, searches and feedbacks on your collection of FAQs. You can also see your highest rated FAQs and the top searches. You can vary the time period these statistics refer to by adjusting the drop down towards the top left of the graphs. * **Library:** this is where you can access and manage all the individual FAQ's that you have created or are in the process of creating. There are a variety of display, search, sort and filter options on this screen. You can also mark FAQs as favourites, apply labels and select multiple FAQs to do bulk editing. * **Feedback:** on this screen you can sell all the feedback that has been submitted by your customers on your FAQs * **Activity:** here you can see an audit trail of all FAQ activity by you and other members of your Team * **Authors:** create and manage the public authors of your FAQs here - these are shown as part of the FAQ details (or "meta") that your customers can see. * **Categories:** Create and manage categories here. Your FAQ's can live in one or more Category. Categories enable you to organise your FAQs into logical groups around topics that make sense to your business, for example you could group FAQs around products or services or locations. Customers can browse FAQ's by category. * **Labels:** Labels are free form text descriptions that you can attach to particular FAQs in your Library. They can help you organise your FAQs. Labels are seen by you and your instance team members only - they aren't seen by your customers. * **Tags:** Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories.

The FAQ section is of MyMalcolm is where you create and manage your FAQ content. Within the FAQ section there are several different areas: * **Overview:** here you can see statistics on the number of views, searches and feedbacks on your collection of FAQs. You can also see your highest rated FAQs and the top searches. You can vary the time period these statistics refer to by adjusting the drop down towards the top left of the graphs. * **Library:** this is where you can access and manage all the individual FAQ's that you have created or are in the process of creating. There are a variety of display, search, sort and filter options on this screen. You can also mark FAQs as favourites, apply labels and select multiple FAQs to do bulk editing. * **Feedback:** on this screen you can sell all the feedback that has been submitted by your customers on your FAQs * **Activity:** here you can see an audit trail of all FAQ activity by you and other members of your Team * **Authors:** create and manage the public authors of your FAQs here - these are shown as part of the FAQ details (or "meta") that your customers can see. * **Categories:** Create and manage categories here. Your FAQ's can live in one or more Category. Categories enable you to organise your FAQs into logical groups around topics that make sense to your business, for example you could group FAQs around products or services or locations. Customers can browse FAQ's by category. * **Labels:** Labels are free form text descriptions that you can attach to particular FAQs in your Library. They can help you organise your FAQs. Labels are seen by you and your instance team members only - they aren't seen by your customers. * **Tags:** Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories.

Categories offer a way of organising your FAQs around similar areas. For example you may wish to group some of FAQs into a "pre sales" category and others into a "post sales" category. Or if you sell many different types of product you might want to create categories for each product and categorise your FAQs in this way. Customers may choose to browse FAQs by category as well as searching. An FAQ can exist in more than 1 category and you can also create sub categories within categories.

Categories offer a way of organising your FAQs around similar areas. For example you may wish to group some of FAQs into a "pre sales" category and others into a "post sales" category. Or if you sell many different types of product you might want to create categories for each product and categorise your FAQs in this way. Customers may choose to browse FAQs by category as well as searching. An FAQ can exist in more than 1 category and you can also create sub categories within categories.

You can easily embed YouTube or Vimeo videos into your FAQs. To do this use the embed code provided by each of the platforms. ![Screenshot 2018-11-08 20.01.41.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6StT5M3j9/Screenshot%202018-11-08%2020.01.41.png) Within the FAQ compose interface press the video icon. This will bring up an area where you can insert this code. ![Screenshot 2018-11-08 19.59.19.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QUvah1y7Eh/Screenshot%202018-11-08%2019.59.19.png)

You can easily embed YouTube or Vimeo videos into your FAQs. To do this use the embed code provided by each of the platforms. ![Screenshot 2018-11-08 20.01.41.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6StT5M3j9/Screenshot%202018-11-08%2020.01.41.png) Within the FAQ compose interface press the video icon. This will bring up an area where you can insert this code. ![Screenshot 2018-11-08 19.59.19.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QUvah1y7Eh/Screenshot%202018-11-08%2019.59.19.png)

You can choose whether to allow your customers to feedback on your FAQs or Workflows. They can say whether the content was helpful or not and optionally leave comments. This information is only seen by you and other team members on your instance - it isn't viewable by other customers. The feedback feature can be very useful as your customers may highlight things that are confusing or information/items you have left out. When feedback is left a notification will be created. You can see feedback across all content in the Feedback area within the FAQ or Workflow sections. You can also see feedback on an individual FAQ or Workflow when navigating to that FAQ or Workflow via the Library.

You can choose whether to allow your customers to feedback on your FAQs or Workflows. They can say whether the content was helpful or not and optionally leave comments. This information is only seen by you and other team members on your instance - it isn't viewable by other customers. The feedback feature can be very useful as your customers may highlight things that are confusing or information/items you have left out. When feedback is left a notification will be created. You can see feedback across all content in the Feedback area within the FAQ or Workflow sections. You can also see feedback on an individual FAQ or Workflow when navigating to that FAQ or Workflow via the Library.

You can change the visibility of an individual FAQ within that FAQ's Configure section Browse to the FAQ in question via the Library, select it and then go to the Configure section, then Visibility. Here you have the following options: * Set as visible on your site and search engines (default) * Set as visible on your site but hidden from search engines * Set as hidden from your site and search engines

You can change the visibility of an individual FAQ within that FAQ's Configure section Browse to the FAQ in question via the Library, select it and then go to the Configure section, then Visibility. Here you have the following options: * Set as visible on your site and search engines (default) * Set as visible on your site but hidden from search engines * Set as hidden from your site and search engines

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!

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!

Labels are free form text descriptions that you can attach to particular FAQs or Workflows in your Library. They can help you organise your FAQs or Workflows. For instance you could create a label called "Needs Update" and attached that label to FAQs of Workflows that you know are out of date. To create and manage your labels first go into the FAQ or Workflow section within an instance in MyMalcolm. Then select Labels on the black horizontal bar. Note that labels created within FAQ or Workflows are unique to that section. They don't span sections. If you wish to use the same labels in both sections you will need to create the label in each section. You apply created labels to FAQs or Workflows via the Library. Select the FAQs or Workflows you wish to add the label to by checking the respective check boxes and then click the label icon and clicking the label you wish to apply. Labels will only be seen by you and other members of your instance Team. They won't be seen by your customers.

Labels are free form text descriptions that you can attach to particular FAQs or Workflows in your Library. They can help you organise your FAQs or Workflows. For instance you could create a label called "Needs Update" and attached that label to FAQs of Workflows that you know are out of date. To create and manage your labels first go into the FAQ or Workflow section within an instance in MyMalcolm. Then select Labels on the black horizontal bar. Note that labels created within FAQ or Workflows are unique to that section. They don't span sections. If you wish to use the same labels in both sections you will need to create the label in each section. You apply created labels to FAQs or Workflows via the Library. Select the FAQs or Workflows you wish to add the label to by checking the respective check boxes and then click the label icon and clicking the label you wish to apply. Labels will only be seen by you and other members of your instance Team. They won't be seen by your customers.

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. 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.

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. 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.

FAQs - Malcolm! Help & Support - browse our Frequently Asked Questions and support articles

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

There are a few ways you can do this - more info here

embed html

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Do you support animated GIFs?

Yes we do!

animated gifs

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How are Related FAQs determined and can I change this?

Related FAQs are auto-generated and by default are FAQs either in the same category or similarly tagged. We take the top 5 most popular from that list.

MyMalcolm tags

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