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).

Sometimes you may wish to use Workflows but restrict other Team members on your instance from having access to the data that is submitted by your end users. **Here is how to do this:** * Access is managed via the "Team" section of MyMalcolm. * In that section if you click on a Team Member then select "privileges" you can configure whether a user can see and/or export submitted Workflow data. You can even remove all their access to the Workflow section. * Depending on their settings the Instance Owner and some Team Members may also receive submitted data via email alerts. [See more about managing email alerts here.](https://support.malcolm.support/faqs/can-i-turn-off-automatic-email-alerts) * Regardless of their own preferences Team Members won't receive email alerts relating to Workflow completion if they don't have access to Workflow submitted values and exports. **Some related things to be aware of:** * Remember that on a Workflow level further email recipients can be added in the "email answers" part of the configure section of the individual Workflow - it may make sense to review this recipient list at the same time you review who on your team has access to end user submitted data. * Be aware that if you are pushing some or all of the submitted data to third party systems via Integrations or Web Hooks then submitted data will potentially be viewable by users in those systems. [We recommend that you review this article to read about GDPR and how it applies to Malcolm! and your users.](https://support.malcolm.support/faqs/is-malcolm-gdpr-compliant)

Sometimes you may wish to use Workflows but restrict other Team members on your instance from having access to the data that is submitted by your end users. **Here is how to do this:** * Access is managed via the "Team" section of MyMalcolm. * In that section if you click on a Team Member then select "privileges" you can configure whether a user can see and/or export submitted Workflow data. You can even remove all their access to the Workflow section. * Depending on their settings the Instance Owner and some Team Members may also receive submitted data via email alerts. [See more about managing email alerts here.](https://support.malcolm.support/faqs/can-i-turn-off-automatic-email-alerts) * Regardless of their own preferences Team Members won't receive email alerts relating to Workflow completion if they don't have access to Workflow submitted values and exports. **Some related things to be aware of:** * Remember that on a Workflow level further email recipients can be added in the "email answers" part of the configure section of the individual Workflow - it may make sense to review this recipient list at the same time you review who on your team has access to end user submitted data. * Be aware that if you are pushing some or all of the submitted data to third party systems via Integrations or Web Hooks then submitted data will potentially be viewable by users in those systems. [We recommend that you review this article to read about GDPR and how it applies to Malcolm! and your users.](https://support.malcolm.support/faqs/is-malcolm-gdpr-compliant)

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!

You can add Javascript tracking tags via the Settings Section of MyMalcolm. Select Tracking tags within that section. 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.

You can add Javascript tracking tags via the Settings Section of MyMalcolm. Select Tracking tags within that section. 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.

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)

Every instance of Malcolm! comes complete with a hosted hub. But you might not want to use it and may prefer to turn it off. No problem! To turn off your hosted hub go the settings section of MyMalcolm, then select "visibility" in the vertical left hand navigation. You can then select "Disable the instance Hosted Hub" Once disabled, any traffic hitting your Hosted Hub URL will see a 403 error. If you'd prefer to redirect that traffic somewhere else you can do this by selecting "Advanced" in the vertical left hand navigation then entering your redirect URL.

Every instance of Malcolm! comes complete with a hosted hub. But you might not want to use it and may prefer to turn it off. No problem! To turn off your hosted hub go the settings section of MyMalcolm, then select "visibility" in the vertical left hand navigation. You can then select "Disable the instance Hosted Hub" Once disabled, any traffic hitting your Hosted Hub URL will see a 403 error. If you'd prefer to redirect that traffic somewhere else you can do this by selecting "Advanced" in the vertical left hand navigation then entering your redirect URL.

**What is GDPR?** "GDPR" refers to The General Data Protection Regulation 2016/679. This is a regulation in EU law on data protection and privacy for all individuals within the European Union and the European Economic Area. It also addresses the export of personal data outside the EU and EEA areas. **How does it apply to Malcolm?** Malcolm! collects, stores and processes data about our own customers - people signing up to Malcolm! and creating and managing instances. We may also - via Workflows - collect, store, process and transfer data about your customers. When talking about GDPR it is important to understand the concept of the Data Controller and the Data Processor. * The **Data Controller** determines the purposes for which and the means by which personal data is processed * The **Data Processor** processes personal data only on behalf of the controller. **Is Malcolm! the Data Controller or the Data Processor?** In the context of information about our own customers, eg people who sign up for Malcolm! accounts and manage Instances we are the Data Controller. In the context of information about your customers, eg information that is collected on your behalf via Workflows you create in Malcolm! we are the Data Processor only. You - as the Data Controller - have the obligation to ensure you are acting lawfully in accordance with the GDPR legislation. **What does all this mean?** When you sign up to Malcolm! you agree to our [Terms of Service](https://malcolm.support/terms) and our [Privacy Policy](https://malcolm.support/privacy) which detail how we handle your data. By agreeing you give us your consent. It is important that when you collect, store, process and potentially transfer (via Integrations or Exports) data from your own customers via a Malcolm! Workflow you have your customers consent to do this. Most companies handle this via provisions in their Privacy Policy and/or Terms and Conditions around data processing which their customers agree to. **It is therefore good practice to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it and/or confirms their consent for you to collect and process their information** **Further Questions** If you have further questions about GDPR or wish to contact our Data Protection Officer [you can contact us here](https://malcolm.support/contact). [You can find out more about GDPR here. ](https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/)

**What is GDPR?** "GDPR" refers to The General Data Protection Regulation 2016/679. This is a regulation in EU law on data protection and privacy for all individuals within the European Union and the European Economic Area. It also addresses the export of personal data outside the EU and EEA areas. **How does it apply to Malcolm?** Malcolm! collects, stores and processes data about our own customers - people signing up to Malcolm! and creating and managing instances. We may also - via Workflows - collect, store, process and transfer data about your customers. When talking about GDPR it is important to understand the concept of the Data Controller and the Data Processor. * The **Data Controller** determines the purposes for which and the means by which personal data is processed * The **Data Processor** processes personal data only on behalf of the controller. **Is Malcolm! the Data Controller or the Data Processor?** In the context of information about our own customers, eg people who sign up for Malcolm! accounts and manage Instances we are the Data Controller. In the context of information about your customers, eg information that is collected on your behalf via Workflows you create in Malcolm! we are the Data Processor only. You - as the Data Controller - have the obligation to ensure you are acting lawfully in accordance with the GDPR legislation. **What does all this mean?** When you sign up to Malcolm! you agree to our [Terms of Service](https://malcolm.support/terms) and our [Privacy Policy](https://malcolm.support/privacy) which detail how we handle your data. By agreeing you give us your consent. It is important that when you collect, store, process and potentially transfer (via Integrations or Exports) data from your own customers via a Malcolm! Workflow you have your customers consent to do this. Most companies handle this via provisions in their Privacy Policy and/or Terms and Conditions around data processing which their customers agree to. **It is therefore good practice to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it and/or confirms their consent for you to collect and process their information** **Further Questions** If you have further questions about GDPR or wish to contact our Data Protection Officer [you can contact us here](https://malcolm.support/contact). [You can find out more about GDPR here. ](https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/)

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](https://support.malcolm.support/faqs/what-can-i-change-or-customise-in-the-brand-section)) and can even rename things like FAQ's and Workflows ([more info here](https://support.malcolm.support/faqs/can-i-change-the-terminologyrename-faqs-andor-workflows)). We do mark up FAQs content using [https://schema.org/Question](https://schema.org/Question) so if your content doesn't follow a question and answer format and you allow that content to be indexed by search engines it is possible you may see unexpected results in Google. [The Examples section on our website may give you some further ideas on how you could use Malcolm! ](https://malcolm.app/examples) If you want to go even further you might want to consider [contacting us](https://malcolm.app/contact) and having a chat. We do offer enterprise packages and bespoke development on top of the [Malcolm! Platform](https://malcolm.app/platform).

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](https://support.malcolm.support/faqs/what-can-i-change-or-customise-in-the-brand-section)) and can even rename things like FAQ's and Workflows ([more info here](https://support.malcolm.support/faqs/can-i-change-the-terminologyrename-faqs-andor-workflows)). We do mark up FAQs content using [https://schema.org/Question](https://schema.org/Question) so if your content doesn't follow a question and answer format and you allow that content to be indexed by search engines it is possible you may see unexpected results in Google. [The Examples section on our website may give you some further ideas on how you could use Malcolm! ](https://malcolm.app/examples) If you want to go even further you might want to consider [contacting us](https://malcolm.app/contact) and having a chat. We do offer enterprise packages and bespoke development on top of the [Malcolm! Platform](https://malcolm.app/platform).

Integrations are a way of passing data you collect in a Malcolm! Workflow into other third party software or systems. We currently offer integrations with: * [Dropbox](http://www.dropbox.com) * [Mailchimp](http://www.mailchimp.com) * [Mandrill](http://www.mandrill.com) * [Twilio](http://www.twilio.com) * [Zendesk](http://www.zendesk.com) * and over 1,500 over apps via Zapier.com ([more info here](https://support.malcolm.support/faqs/how-do-i-use-zapier-to-connect-malcolm-to-other-applications-or-services-i-use)) **Configuring Integrations** Once you have created your Workflow, go to the Configure section and select Integrations. There you can link your third party accounts at our integration partners to your Malcolm! Instance by providing your credentials. Once your accounts are linked you can configure integrations with that partner and choose the data from your Workflow that is passed across. You can configure whether data is passed on every Workflow completion or only when certain conditions are met. It is possible to have multiple integrations so, for example, you could create a form which collected details from a new customer including a copy of their ID. You could then subscribe that new customer to a Mailchimp mailing list and store their uploaded ID documents in your Dropbox account by creating two integrations. **Customer Consent** A reminder that it is good practice - and in certain territories a legal requirement - to ensure that your customers actively consent to their data being passed to third party companies who, like Malcolm!, act as data processors on your behalf. You act as the data controller. Most companies handle this consent via provisions in their Privacy Policy which their customers agree to. It is good practice therefore to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it. **Integration Failures** Sometimes integrations may fail. This could be for a variety of reasons, for example the integration partner's API's may be down and/or there may be a problem with your account at the third party provider (for example your Dropbox account may be over quota). Firstly don't worry re losing customer data - Malcolm! will always store any user submitted data so if there is a problem with an integration you won't lose any data. When a problem occurs we'll create a notification to let you know and periodically retry the integration. You can review the Integration logs and retry a failed integration event manually via MyMalcolm (navigate to the Workflow via Library then select Integration logs) **More Integrations coming soon!** We will be adding more and more integrations to Malcolm! in the coming months. If there is a particular integration you'd like us to add [please let us know! ](https://support.malcolm.support/workflows/feedback)

Integrations are a way of passing data you collect in a Malcolm! Workflow into other third party software or systems. We currently offer integrations with: * [Dropbox](http://www.dropbox.com) * [Mailchimp](http://www.mailchimp.com) * [Mandrill](http://www.mandrill.com) * [Twilio](http://www.twilio.com) * [Zendesk](http://www.zendesk.com) * and over 1,500 over apps via Zapier.com ([more info here](https://support.malcolm.support/faqs/how-do-i-use-zapier-to-connect-malcolm-to-other-applications-or-services-i-use)) **Configuring Integrations** Once you have created your Workflow, go to the Configure section and select Integrations. There you can link your third party accounts at our integration partners to your Malcolm! Instance by providing your credentials. Once your accounts are linked you can configure integrations with that partner and choose the data from your Workflow that is passed across. You can configure whether data is passed on every Workflow completion or only when certain conditions are met. It is possible to have multiple integrations so, for example, you could create a form which collected details from a new customer including a copy of their ID. You could then subscribe that new customer to a Mailchimp mailing list and store their uploaded ID documents in your Dropbox account by creating two integrations. **Customer Consent** A reminder that it is good practice - and in certain territories a legal requirement - to ensure that your customers actively consent to their data being passed to third party companies who, like Malcolm!, act as data processors on your behalf. You act as the data controller. Most companies handle this consent via provisions in their Privacy Policy which their customers agree to. It is good practice therefore to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it. **Integration Failures** Sometimes integrations may fail. This could be for a variety of reasons, for example the integration partner's API's may be down and/or there may be a problem with your account at the third party provider (for example your Dropbox account may be over quota). Firstly don't worry re losing customer data - Malcolm! will always store any user submitted data so if there is a problem with an integration you won't lose any data. When a problem occurs we'll create a notification to let you know and periodically retry the integration. You can review the Integration logs and retry a failed integration event manually via MyMalcolm (navigate to the Workflow via Library then select Integration logs) **More Integrations coming soon!** We will be adding more and more integrations to Malcolm! in the coming months. If there is a particular integration you'd like us to add [please let us know! ](https://support.malcolm.support/workflows/feedback)

At the moment (May 2020) the only external embeds that we allow inside Malcolm! FAQs or Workflows is YouTube or Vimeo embed codes (which in turn will pull YouTube or Vimeo videso into your FAQs or Workflows). We are planning to add support for a number of other "safe" embeds in June 2020. If you have a particular request please [contact us](https://support.malcolm.support/workflows/submit-support-ticket) and let us know!

At the moment (May 2020) the only external embeds that we allow inside Malcolm! FAQs or Workflows is YouTube or Vimeo embed codes (which in turn will pull YouTube or Vimeo videso into your FAQs or Workflows). We are planning to add support for a number of other "safe" embeds in June 2020. If you have a particular request please [contact us](https://support.malcolm.support/workflows/submit-support-ticket) and let us know!

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. You can add and manage the tags that are attached to each of your FAQs via the "configure" area. You may also be interested in [invisible tags.](https://support.malcolm.support/faqs/what-are-invisible-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. You can add and manage the tags that are attached to each of your FAQs via the "configure" area. You may also be interested in [invisible tags.](https://support.malcolm.support/faqs/what-are-invisible-tags)

Each instance has an owner. This is the master user who is ultimately responsible for the instance. If you are on a Team or Enterprise plan you can invite other users to the instance too. If you need to transfer ownership of the instance to another user (for instance if you are leaving a company or organisation) you can do that as long as the proposed new owner agrees. To do this go to the Settings Section of MyMalcolm, within the instance you wish to transfer ownership of. Navigate to Ownership. Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else.

Each instance has an owner. This is the master user who is ultimately responsible for the instance. If you are on a Team or Enterprise plan you can invite other users to the instance too. If you need to transfer ownership of the instance to another user (for instance if you are leaving a company or organisation) you can do that as long as the proposed new owner agrees. To do this go to the Settings Section of MyMalcolm, within the instance you wish to transfer ownership of. Navigate to Ownership. Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else.

You can delete your instance or change the plan it is on anytime via MyMalcolm. To delete an instance visit the Settings section of MyMalcolm. You can also move between different types of plan in the Billing section of MyMalcolm. Remember that different plans have different quotas so you might need to reduce the number of FAQs you have (for example) if you are moving from a Team to a Micro plan. You can cancel an Instance anytime although bear in mind that Micro and Team plans are billed monthly in advance and you won't get a refund for any unused portion of the month you have paid for when you cancel. If you are on an Enterprise plan talk to your Account Manager for any changes or cancellation requests.

You can delete your instance or change the plan it is on anytime via MyMalcolm. To delete an instance visit the Settings section of MyMalcolm. You can also move between different types of plan in the Billing section of MyMalcolm. Remember that different plans have different quotas so you might need to reduce the number of FAQs you have (for example) if you are moving from a Team to a Micro plan. You can cancel an Instance anytime although bear in mind that Micro and Team plans are billed monthly in advance and you won't get a refund for any unused portion of the month you have paid for when you cancel. If you are on an Enterprise plan talk to your Account Manager for any changes or cancellation requests.

If you want to leave an instance you can ask the owner of any instance(s) you are a member of to remove you. If you are the owner of an instance and you wish to delete that instance you can do this via MyMalcolm (in the Settings section). If you no longer wish to be responsible for an instance but you want the instance to live on you can transfer ownership to somebody else via the settings section of MyMalcolm. The new owner must agree to take over responsibility for the instance. Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else . If you want to delete your user account please [contact us](https://malcolm.support/contact). We are always sorry to see people leave Malcolm! so if there is a particular reason or issue that is causing you to leave and you think we might be able to help please do [contact us](https://malcolm.support/contact) and let us know.

If you want to leave an instance you can ask the owner of any instance(s) you are a member of to remove you. If you are the owner of an instance and you wish to delete that instance you can do this via MyMalcolm (in the Settings section). If you no longer wish to be responsible for an instance but you want the instance to live on you can transfer ownership to somebody else via the settings section of MyMalcolm. The new owner must agree to take over responsibility for the instance. Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else . If you want to delete your user account please [contact us](https://malcolm.support/contact). We are always sorry to see people leave Malcolm! so if there is a particular reason or issue that is causing you to leave and you think we might be able to help please do [contact us](https://malcolm.support/contact) and let us know.

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

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