Question 1

When a Workflow is completed will I be sent an email?

Accepted Answer

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 Answers" on the left hand vertical navigation
Click "add a new email address" to add a new recipient. This can be a fixed email address you enter or, if you collect an email address on your Workflow, you can choose for the email to be sent to the supplied email
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

Question 2

Can I change the order in which FAQs are shown when a user browses a category, tag or author listing?

Accepted Answer

You can change the order your FAQs are sorted in when your users view by author, category or tag via Settings --> FAQs --> General.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/evapRB3yn5/screenshot-my.malcolm.app-2021.06.29-16_30_20.png (Author, category and tag sort order in MyMalcolm)

In addition to this you can also set an absolute order for FAQs within a particular category. To do this go to the category in question in FAQs --> Categories and select Reorder. You can then drag the FAQs to create the order you want.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RibhVyjiBt/Screenshot%202021-10-11%20at%2010.40.21.png (Reorder the FAQs in a category in MyMalcolm)

Note that these settings only affects listings, not searches. Searches are ordered by relevance.

If you want to be able to set an absolute for FAQs within an author or tag listing the way to do this is to set the date sort option, then in the individual FAQ configure tab use the display date to determine an order. The FAQ with the most recent date will be shown first in an author, or tag listing - and also in a category listing unless overridden using the absolute method above. The FAQ with the second most recent date will be shown second and so on.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/44K839GO3Z/screenshot-my.malcolm.app-2021.06.30-15_14_49.png (Display date in FAQ configure tab)

Note that if you set the display date to invisible either globally in Settings or individually on an FAQ's configure tab the date won't show on the front end to your customers/users but the date you set will still be relevant in determining the order in which the FAQs displays.

See the video below for a walkthrough

Question 3

Can I have a different logo on FAQ / Workflow pages?

Accepted Answer

Sometimes you might want to use a different logo on your hosted hub homepage to the rest of your hosted hub. If you are using a header image on the hosted hub homepage for example you might want to use a reversed or alternate logo that works well on top of that image.

You can specify a secondary logo inside the header section of your theme.

Question 4

Can I turn the spell checker in MyMalcolm off?

Accepted Answer

As you type content in the MyMalcolm FAQ markdown editor your text is automatically spell checked - words that are not recognised by the spell check are highlighted in red. To turn this feature off click the "x" symbol in the "Full answer" area of "Compose your question and answer"

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

Can I change the path or base URL of my hosted hub pages?

Accepted Answer

As you are probably aware you can configure the Malcolm! hosted hub to use your own custom domain - see here for further details - but sometimes you may wish to change the part of the URL that comes after your domain.

By default your FAQs live at /faqs and your Workflows at /workflows

You can now choose from some alternative "base URLs" in the Settings area of MyMalcolm. Visit the FAQs or Workflows sub section respectively to choose an alternate URL for each content type. This feature may be particularly useful if you are using Malcolm! for more general content (eg how to's) rather than questions & answers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/2HZEwPaFKU/screenshot-my.malcolm.app-2022.02.14-09_32_41.png (Changing base URL in MyMalcolm)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oBmGTh9Taw/screenshot-my.malcolm.app-2022.02.14-09_33_40.png (Changing Schema type in MyMalcolm)

See below for a video walkthrough of changing your base URL:

Question 7

What are featured boxes and how can I use them?

Accepted Answer

Featured boxes are part of your hosted hub theme and are very flexible multi purpose content areas that appear on your hosted hub homepage (and also your FAQs only and Workflows only home if you are using those).

You can use them to link to content within your Malcolm! instance, for example a particular category, tag, FAQ or Workflow and you can also use them to link out to content or functionality you may have elsewhere. They can be a great tactical tool as well, for example if you've written an FAQ about your holiday opening hours and want to draw attention to it use a featured box!

On our own Malcolm! Help & Support Hub the "Using Malcolm! and need help?" and "What do you think of Malcolm?" are featured boxes.

Featured boxes on Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Y5JjW8JNLu/screenshot-support.malcolm.support-2022.08.03-06_26_45.png (Featured boxes on Malcolm!)

Featured boxes on Malcolm!

Featured boxes are created and managed via your theme (Brand --> Themes).

Featured boxes management in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/btIcIfywWZ/screenshot-my.malcolm.app-2022.08.03-06_29_33.png (Featured boxes management in MyMalcolm)

Featured boxes management in MyMalcolm

You can place featured boxes in the header area and/or body area of the page and choose a display type by row or columns.

Arrange featured boxes by row or column

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/YYqGBI2Bcx/screenshot-my.malcolm.app-2022.08.03-06_42_25.png (Arrange featured boxes by row or column)

Arrange featured boxes by row or column

When creating a featured box you have various options such as uploading your own icons or choosing one of ours, plus configuring links

Adding a featured box in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aYsKuoqfAg/screenshot-my.malcolm.app-2022.08.03-06_41_53.png (Adding a featured box in MyMalcolm)

Adding a featured box in MyMalcolm

Also see promos for similar functionality that enables you to create and manage content at the bottom of your hosted hub home page.

Question 8

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:

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 9

What are invisible tags and how do I use them?

Accepted Answer

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:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/xOq4M1EP9q/01%20-%20screenshot-my.malcolm.app-2019.10.16-13_56_00.png (Creating an invisible tag)

You then apply tags as usual via the configure area of the individual FAQ:

Question 10

Do I need to pay VAT?

Accepted Answer

Value Added Tax (VAT) is the sales tax in the United Kingdom where Malcolm! trades from. The current UK VAT rate is 20%. Our pricing is quoted excluding VAT.

The UK is no longer a member of the European Union (EU) however the VAT rules around UK companies trading with EU based businesses and EU based individuals continue to apply.

Whether VAT is applicable to your purchase of Malcolm! and how we apply it can be summarised as follows:

If you are a UK customer (individual or business): we charge VAT at 20%
If you are an EU Business and supply a valid VAT number (we check it): we will not charge you any VAT
If you are an individual in the EU: we will charge you VAT at your local country VAT - details here (PDF)
If you are a company or an individual not in the UK or in the EU (eg you are in the USA or Australia): we will not charge you any VAT