Question 1

Do you mark content up in Schema?

Accepted Answer

By default we mark up your FAQ hosted hub content using the FAQPage schema. This is useful for search engine results. If your content is more general in nature you may prefer to change the schema used to WebPage. You can also do this from Settings --> FAQs.

Question 2

What does Malcolm! cost?

Accepted Answer

We offer four types of plan and pricing - they can be viewed here.

We bill on a per instance basis - you can read more about instances here.

Question 3

Can I put the Facebook Pixel on my workflows/forms/FAQs/content?

Accepted Answer

You can easily add the Facebook Pixel to any content you create in Malcolm! such as Workflows and FAQs.

There are two ways you can do this.

The first is to add the Facebook Pixel code directly into the settings area of MyMalcolm - for more details see this FAQ.

The other way is to use Google Tag Manager. You add your GTM container id in the settings area of MyMalcolm and then add your Facebook Pixel via the Google Tag Manager interface.

Question 4

How do I build a Workflow?

Accepted Answer

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RksXtrNmao/screenshot-my.malcolm.app-2019.07.30-18_58_28.png (Workflows: How would you like to start?)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/NqeNJgmaNe/screenshot-my.malcolm.app-2019.07.30-18_54_43.png (Workflow Builder)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6t3XACYIqr/screenshot-my.malcolm.app-2019.07.30-19_14_25.png (Configure your Workflow)

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.

Watch a video guide to building a Workflow below.

Question 5

Is there a limit to the number of times a Workflow can be completed?

Accepted Answer

No - there are no restrictions on the number of times a user can complete a Workflow on any of our plans.

Question 6

What are labels in MyMalcolm?

Accepted Answer

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.

Question 7

Can I turn off the "last updated" date on FAQs?

Accepted Answer

If you'd like to hide the "last updated" date displayed on an FAQ you can do this on a per FAQ basis via the Configure / General area of the FAQ in MyMalcolm:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/rAF6afXiNL/screenshot-my.malcolm.app-2019.10.23-11_42_54.png (Enabling or disabling the last updated date globally)

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:

Question 8

Can you give me an overview of the FAQ section of MyMalcolm?

Accepted Answer

The FAQ section is of MyMalcolm is where you create and manage your FAQ content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/GgNemEaBr8/02-faqtransparent.png (FAQs on Malcolm!)

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.

Question 9

What is a Workflow?

Accepted Answer

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/tRY2VFJhij/06-workflowtransparent.png (Malcolm! Workflows)

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.

Question 10

Can I change the "email this answer" description in FAQs?

Accepted Answer

You can change the text label next to the email an FAQ feature on an indiviual FAQ. This can be useful if you are using the FAQ part of Malcolm! to publish articles or other types of content rather than just answers to questions and the "email this answer" language no longer makes sense.

To update the text go to the Brand section in MyMalcolm, then Themes, then click the edit icon in the relevant theme then select "FAQs" in the left hand nav.