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.

A Workflow is a web based form that your customers complete. You can build these forms quickly in MyMalcolm and use them to create a digital version of a business process. **For example** * A contact form * A survey * A customer enquiry * A new customer details form You can build everything from simple single screen journeys through to more complex multi-step journeys with conditional routing (ie offering certain choices based on previous answers). Malcolm! automatically stores all data - including abandoned forms. You can export this data at any time. You can also pass that collected data through to other systems via Integrations or Webhooks.

A Workflow is a web based form that your customers complete. You can build these forms quickly in MyMalcolm and use them to create a digital version of a business process. **For example** * A contact form * A survey * A customer enquiry * A new customer details form You can build everything from simple single screen journeys through to more complex multi-step journeys with conditional routing (ie offering certain choices based on previous answers). Malcolm! automatically stores all data - including abandoned forms. You can export this data at any time. You can also pass that collected data through to other systems via Integrations or Webhooks.

The Settings Section of MyMalcolm offers a variety of configuration options for your Instance. Within this section you can change the following things: * The name and description of your Instance (this is seen within MyMalcolm by other Team members) * The subdomain used for your Malcolm! Instance and/or setup your own custom domain * Manage third party Javascript tracking tags * Turn the Hosted Hub off/on and configure whether it appears in search engines * Turn approvals off/on * Redirect base URL if Hosted Hub not used * Transfer Instance ownership to someone else * Delete your Instance * Turn FAQs on/off * Turn Workflows on/off * Manage your Integration credentials

The Settings Section of MyMalcolm offers a variety of configuration options for your Instance. Within this section you can change the following things: * The name and description of your Instance (this is seen within MyMalcolm by other Team members) * The subdomain used for your Malcolm! Instance and/or setup your own custom domain * Manage third party Javascript tracking tags * Turn the Hosted Hub off/on and configure whether it appears in search engines * Turn approvals off/on * Redirect base URL if Hosted Hub not used * Transfer Instance ownership to someone else * Delete your Instance * Turn FAQs on/off * Turn Workflows on/off * Manage your Integration credentials

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 Alerts" on the left hand vertical navigation * Click "add a new email address" to add a new recipient. * 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.

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 Alerts" on the left hand vertical navigation * Click "add a new email address" to add a new recipient. * 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.

You can use your own domain or sub-domain with Malcolm! There is no extra cost for doing this. To set this up go to the Settings Section in MyMalcolm then Custom Domains. Enter your custom domain and you will be given instructions on how to verify domain control/ownership and set up your DNS. We can host on SSL too and we'll automatically generate a secure certifcate for you. Once again, there is no extra cost for doing this! Once you have set up your custom domain or sub-domain both that and your malcolm.support / malcolm.app URL will work and serve content. If you don't want the .malcolm domains to work just select the redirect option and any traffic will be redirected.

You can use your own domain or sub-domain with Malcolm! There is no extra cost for doing this. To set this up go to the Settings Section in MyMalcolm then Custom Domains. Enter your custom domain and you will be given instructions on how to verify domain control/ownership and set up your DNS. We can host on SSL too and we'll automatically generate a secure certifcate for you. Once again, there is no extra cost for doing this! Once you have set up your custom domain or sub-domain both that and your malcolm.support / malcolm.app URL will work and serve content. If you don't want the .malcolm domains to work just select the redirect option and any traffic will be redirected.

Malcolm! now plugs into [Zapier](https://zapier.com). Zapier is an integration platform - [it connects thousands of apps to other apps.](https://zapier.com/apps) 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: 1. Firstly set up and publish a workflow in Malcolm! that collects the data you wish to move into other applications 2. In MyMalcolm go to the Settings Section, then Workflows, then Integrations, then click on Zapier 3. Sign up for an account at [Zapier](https://zapier.com) if you don't already have one - it is free - or login if you do have an account. 4. Accept the invite to Malcolm! 5. Still in Zapier, click "Make a Zap" 6. 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 7. 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" 8. Choose a workflow then "Continue" 9. Wait for a sample to load and then click "Continue" 10. 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" 11. You will then be able to name your Zap and choose whether it is on or not 12. 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](https://support.malcolm.support/workflows/submit-support-ticket) and we'll be happy to help.

Malcolm! now plugs into [Zapier](https://zapier.com). Zapier is an integration platform - [it connects thousands of apps to other apps.](https://zapier.com/apps) 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: 1. Firstly set up and publish a workflow in Malcolm! that collects the data you wish to move into other applications 2. In MyMalcolm go to the Settings Section, then Workflows, then Integrations, then click on Zapier 3. Sign up for an account at [Zapier](https://zapier.com) if you don't already have one - it is free - or login if you do have an account. 4. Accept the invite to Malcolm! 5. Still in Zapier, click "Make a Zap" 6. 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 7. 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" 8. Choose a workflow then "Continue" 9. Wait for a sample to load and then click "Continue" 10. 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" 11. You will then be able to name your Zap and choose whether it is on or not 12. 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](https://support.malcolm.support/workflows/submit-support-ticket) and we'll be happy to help.

You can build a Workflow quickly via the Workflow Builder in MyMalcolm. To get started, first go to the Workflow section of MyMalcolm and then click "Create a Workflow" towards the top right of the screen. You can then choose whether to build a Workflow from scratch, start with one of our templates or - if you have already created some Workflows previously - clone one of those previously created Workflows. You can then use our drag and drop builder to create your Workflow. Our Workflow builder enables you to: * Drag and drop question elements onto your form * Customise those question elements * Configure Filters, Validators and Rules * Split forms over multiple pages * Customise page titles and progress bars * Customise thank you page Once you have created the content of your form, you can to the Configure tab and configure various options including setting up email notifications or Integrations. By default your Workflow is created as a web form that you access via a URL. But you can also surface that Workflow in a variety of other ways (including float it over page in a widget, via a modal/overlay launched by a button you place on a site, or via embeds or plugins) - take a look at the Share section of MyMalcolm to do this.

You can build a Workflow quickly via the Workflow Builder in MyMalcolm. To get started, first go to the Workflow section of MyMalcolm and then click "Create a Workflow" towards the top right of the screen. You can then choose whether to build a Workflow from scratch, start with one of our templates or - if you have already created some Workflows previously - clone one of those previously created Workflows. You can then use our drag and drop builder to create your Workflow. Our Workflow builder enables you to: * Drag and drop question elements onto your form * Customise those question elements * Configure Filters, Validators and Rules * Split forms over multiple pages * Customise page titles and progress bars * Customise thank you page Once you have created the content of your form, you can to the Configure tab and configure various options including setting up email notifications or Integrations. By default your Workflow is created as a web form that you access via a URL. But you can also surface that Workflow in a variety of other ways (including float it over page in a widget, via a modal/overlay launched by a button you place on a site, or via embeds or plugins) - take a look at the Share section of MyMalcolm to do this.

You can change the URL of your Hosted Hub via the Settings Section of MyMalcolm. Go to Custom Domains and you choose a new URL on malcolm.support or malcolm.app here. The URL must be available ie not being used by another customer. You can also configure your own external domain or sub domain in this area as well.

You can change the URL of your Hosted Hub via the Settings Section of MyMalcolm. Go to Custom Domains and you choose a new URL on malcolm.support or malcolm.app here. The URL must be available ie not being used by another customer. You can also configure your own external domain or sub domain in this area as well.

No - all plans include extensive branding options. We want to make it as easy as possible for you to integrate Malcolm! and reflect the existing look and feel of your business. Some of the branding options include: * Upload your logo * Change fonts * Change colours * Change favicon * Configure header and background images * Choose from a range of icons or upload your own * Show / hide / configure page elements * Configure excerpts * Configure suggested search * Change button labels * Configure number of search results returned per page * Configure filters * Featured Box and Promo management * Footer management * Configure 404 page * Choose different Workflow layouts * Configure SEO options * ....and lots more! If you need a hand creating logos, headers or other graphical assets we do offer a service that can help - [see here for more information. ](https://malcolm.support/services)

No - all plans include extensive branding options. We want to make it as easy as possible for you to integrate Malcolm! and reflect the existing look and feel of your business. Some of the branding options include: * Upload your logo * Change fonts * Change colours * Change favicon * Configure header and background images * Choose from a range of icons or upload your own * Show / hide / configure page elements * Configure excerpts * Configure suggested search * Change button labels * Configure number of search results returned per page * Configure filters * Featured Box and Promo management * Footer management * Configure 404 page * Choose different Workflow layouts * Configure SEO options * ....and lots more! If you need a hand creating logos, headers or other graphical assets we do offer a service that can help - [see here for more information. ](https://malcolm.support/services)

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!

If you are a user on more than one instance you'll see a "My Instances" screen when you login to MyMalcolm. Once you are in one instance you can also easily switch to another via the drop down that appears at the top of the MyMalcolm interface.

If you are a user on more than one instance you'll see a "My Instances" screen when you login to MyMalcolm. Once you are in one instance you can also easily switch to another via the drop down that appears at the top of the MyMalcolm interface.

Yes. Billing belongs to the instance rather than the user and we currently offer [3 different types of price plan](https://malcolm.support/pricing). Your Malcolm! user account is personal to you and can be attached to any type of Instance. So it's perfectly possible for a user to be attached to variety of instances some of which may be on different price plans.

Yes. Billing belongs to the instance rather than the user and we currently offer [3 different types of price plan](https://malcolm.support/pricing). Your Malcolm! user account is personal to you and can be attached to any type of Instance. So it's perfectly possible for a user to be attached to variety of instances some of which may be on different price plans.

Yes, to protect against abuse there are a few restrictions on your Malcolm! free trial. These are: * You are limited to 15 FAQs * You are limited to 1 Workflow * Your file uploads are limited to a total of 50MB. If you sign up to a plan via the Billing section of MyMalcolm your restrictions will be lifted.

Yes, to protect against abuse there are a few restrictions on your Malcolm! free trial. These are: * You are limited to 15 FAQs * You are limited to 1 Workflow * Your file uploads are limited to a total of 50MB. If you sign up to a plan via the Billing section of MyMalcolm your restrictions will be lifted.

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

Getting Started - Categories - Malcolm! Help & Support - browse our Frequently Asked Questions and support articles

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