Question 1

Can I restrict some or all of my Team members from seeing and/or exporting submitted Workflow data?

Accepted Answer

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.
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.

Question 2

Can I change the sender and email address in the emails Malcolm! sends my customers?

Accepted Answer

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

Workflow email answers where you have configured the email answer to be sent to the email address specified in the Workflow
Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

By default these emails come from the sender "Malcolm!" with the email address noreply@malcolm.app

To do this, goto Settings --> Instance --> Emails and toggle Custom email sending to be active. You can then supply your Mailgun or SendGrid credentials and specify your desired sender name and email address.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/3dFvKHsdpC/screenshot-my.malcolm.app-2022.01.02-18_57_32.png (Adding MailGun or SendGrid credentials in MyMalcolm)

You can also change the look and feel of these emails - please see this FAQ for further details.

Question 3

What are Integrations?

Accepted Answer

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
Mailchimp
Mandrill
Mews
Pardot
Salesforce
Square
Stripe
Twilio
Zendesk

Plus over 1,500 over apps via Zapier (more info here) and Make (formerly Integromat) (more info here).

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/v5lAa3NjkY/zapier-fb%402x.png (Malcolm! Integrations)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/5KmZGb3Q9Q/screenshot-my.malcolm.app-2019.08.06-19_50_53.png (Integrations in MyMalcolm)

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

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.

Question 4

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 5

Can I change the branding in the emails Malcolm! sends my customers?

Accepted Answer

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

Workflow email answers where you have configured the email answer to be sent to the email address specified in the Workflow
Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

You can now change the look and feel of those emails via the Brand area. Look for email themes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/0D5dCKZING/screenshot-my.malcolm.app-2022.01.02-19_19_53.png (Editing Email themes in MyMalcolm 1)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/yf8EflQ8bg/screenshot-my.malcolm.app-2022.01.02-19_20_16.png (Editing Email themes in MyMalcolm 2)

By default the emails will come from "Malcolm!" with the email address noreply@malcolm.app but you can change this - see this FAQ for further details.

Please note you cannot change the look and feel nor the sender of the system alert emails that Malcolm! sends to the instance owner and your instance team members.

See a video walkthrough below:

Question 6

How is the removal of Company Personal Data handled?

Accepted Answer

What is personal data?

Personal data only includes information relating to natural persons who:

can be identified or who are identifiable, directly from the information in question; or
who can be indirectly identified from that information in combination with other information.

What is Company Personal Data?

When you use Malcolm! to collect information from your customers, suppliers, staff or others that information may include personal data. In this context, Malcolm! acts as your data processor and the personal data we may process on your behalf is referred to as Company Personal Data. You can read more about this here.

Removal of Company Personal Data

There are two tiers of data removal. The first is a recoverable delete, known also as a soft delete. The second is a permanent delete or purge. Malcolm! supports both types of data deletion.

Soft deletion

Soft deletion means data is deleted enough to make it no longer visible or discoverable but not quite enough should it need to be recovered.

For example if you delete a Malcolm! Workflow in MyMalcolm then the Workflow and everything related to that Workflow is soft deleted. This means it'll all disappear from MyMalcolm and our APIs but should you realise the deletion was a mistake it could still be fully recovered (on request).

Purging

Purging is a permanent or secure delete. This could be either a physical delete (e.g. uploaded files on disk) or a nullification of stored values in a database. Once data has been purged it is no longer recoverable.

Rest assured, Malcolm! will never purge your data whilst your Instance is active!

What happens after my trial finishes?

After your 14 day trial period comes to an end your Instance will be disabled. From that point you'll have 30 days to subscribe to one of the plans. If no subscription is in place by then your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

What happens if my subscription lapses?

Subscriptions could lapse for a number of reasons but the most likely cause is an expired credit card. We'll keep you Instance active for 14 days to give you time to fix the problem.

If the problem is not fixed your Instance will be disabled but you'll still have a further 30 days to subscribe to a new plan should you wish to. If no subscription is in place by then your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

What happens after I delete my Instance?

You can request to have your Instance deleted and purged in Settings > Instance > Delete Instance. After 30 minutes of requesting the deletion your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

Can I request just a Workflow data delete and purge?

Yes you can! Within MyMalcolm you can create a Workflow data deletion request. The Workflow data will be first be soft deleted and then 30 days later it will be purged.

See How do I delete data submitted to a Workflow? for more information.

For more information...

For more information please read the Data Processing Addendum.

Question 7

Can I embed HTML or add iframes to Malcolm! content?

Accepted Answer

Malcolm! FAQ supports embedding content via HTML iframes.

Most popular content channels such as YouTube and Vimeo offer an embed sharing option via HTML iframes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/TEt5gCaFXw/Screenshot%202021-01-29%20at%2011.06.24.png (Screenshot 2021-01-29 at 11.06.24 (1).png)

Malcolm! has two buttons on its editor toolbar. One for inserting video or presentation type content and one for other type of content. To use these features simply locate the HTML iframe code on your content channel and copy/paste it into one of these two dialogs.

Question 8

How do I delete data submitted to a Workflow?

Accepted Answer

You can delete some or all of the submitted data (including uploaded files) associated with a Workflow by selecting "Delete Data" in the Analyse tab of the relevant Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/tRaFrYJwoo/resources/lcSsh5w64C/Screenshot%202020-11-20%20at%2023.06.05.png (Delete Data dialogue in MyMalcolm)

You can choose to delete all data or selected data between two dates. Note that as well as removing data the delete process will also remove any exports you previously generated that contain the data plus any files uploaded via the Workflow and MyMalcolm activity logs. Please therefore export and download to your local system any data you wish to keep before starting the delete process in MyMalcolm.

Ratings, analytics and feedback associated with deleted Workflow completions will be kept and can still be reviewed via MyMalcolm post delete.

Question 9

Can I put tracking (or other) tags in my FAQs / Workflows / Hosted Hub?

Accepted Answer

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/dcbZzXmJdp/screenshot-my.malcolm.app-2019.07.30-19_55_21.png (Tag management in MyMalcolm)

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.

Question 10

How do I turn off my hosted hub?

Accepted Answer

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"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/kzMmGw4DCl/screenshot-my.malcolm.app-2019.08.12-16_35_15.png (Disable the instance Hosted Hub in MyMalcolm)

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.