Question 1

Can I translate or change the system text and labels my users will see?

Accepted Answer

In addition to the FAQ and Workflow content that you create in MyMalcolm you can now change all the system generated text and labels your users see and interact with in the front end of Malcolm!

This means you could, for example, completely translate all the parts of Malcolm! your users will see into a different language.

The majority of the system text is stored and changed within your theme. Themes live in the Brand section of MyMalcolm.

Quite a few bits of system text can be changed contextually as you browse around the sections of your theme, however for the complete list of text you can change go to the "advanced" tab. Here you will have access to your custom language file. The language file stores any changes to the default system text. You'll see any changes you've already made in the other parts of the theme interface reflected here.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/E6kdxuV8w9/screenshot-my.malcolm.app-2020.08.12-00_01_21.png (Edit your language file in MyMalcolm)

At the bottom of the screen you will see two buttons.

Show dictionary - this will show you a complete list of system text items with some further information about where the text is used
Show language file - this will show you all the default values for system text

You can copy the key and default value for a bit of text, paste it into the custom language file window and then edit it. The part you want to change is on the right hand side.

For example, if you wanted to change the text next to the send FAQ by email functionality to be "Please email me" you would add the following to your custom language file

"Heading: Email this answer": "Please email me",

Please note that a few items of system text your users will see are configured elsewhere in MyMalcolm:

The default values, placeholder text, validation message, tooltip title and descriptions used within Workflows are configured in the Workflow builder - you click on the content element when it's been placed on a page in the builder to edit these items
Window titles and button text for Embeds are managed within the visual style section of the respective embed in the Share section (although you can change the default values used via the language file)

Question 2

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 3

Can I embed YouTube or Vimeo videos in my FAQs and Workflows?

Accepted Answer

You can easily embed YouTube or Vimeo videos into your FAQs and/or Workflows. Within the FAQ compose interface press the video icon. This will bring up an area where you can paste the URL of the video you wish to embed.

Insert video dialog in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oFZ9QoY435/screenshot-my.malcolm.app-2023.04.02-17_56_57.png (Insert video dialog in MyMalcolm)

If you want to use some of the embed customisation options that YouTube and Vimeo offer you should use the full embed code from those platforms (rather than just pasting the URL). Paste their embed code into the lower part of the MyMalcolm insert video dialog.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6StT5M3j9/Screenshot%202018-11-08%2020.01.41.png (Screenshot 2018-11-08 20.01.41.png)

For Workflows add a content element to your Workflow, then in the Workflow builder click to edit the content element and hit the video icon. This will bring up the same dialog as above.

Question 4

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 5

Do you support animated GIFs?

Accepted Answer

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:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WsOiR3iaEG/Cat.gif (Animated Cat.gif)

To pull in external GIFs use the following Markdown syntax:

The above Markdown results in this:

https://media.giphy.com/media/QpWDP1YMziaQw/source.gif (Image Description)

Have fun!

Question 6

Can I turn off the "Email this Answer" / send by email functionality?

Accepted Answer

If you would like to turn off the ability for a user to have a particular FAQ emailed to them 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/YodRL1xSiq/screenshot-my.malcolm.app-2019.10.17-20_14_58.png (Turn off Send by email on a single FAQ)

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 7

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 8

How do I pay for Malcolm?

Accepted Answer

Malcolm! billing is based on Instances. You can read more about Instances here.

You can see our pricing here.

You can read more about VAT and how we apply it here.

We currently bill in UK Pound Sterling and US Dollars.

At the time of writing we accept Visa and Mastercard. We also accept Paypal through which you can use American Express. We don't currently accept Bitcoin :-)

Plans are paid monthly in advance. When you trial ends (or if you end your trial early and remove the restrictions) we'll ask for your card details and every month we will automatically take payment unless you cancel. If your card expires or the payment fails we will send you a number of automated emails to ask you to update your details. If no action is taken after a grace period we will stop serving your content (ie your FAQ's and Workflows) and after a further grace period we will delete your Instance.

Enterprise plans are more bespoke in nature and are negotiated on a per client basis. These can also be paid by credit or debit card but it's more typical for clients to pay quarterly or annually via invoice and bank transfers.

Question 9

Do I have to pay extra to brand or customise the look and feel of Malcolm?

Accepted Answer

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.

Question 10

Can I turn off automatic email alerts?

Accepted Answer

Malcolm! will automatically send you email alerts when certain activity happens on your instance, such as a user leaving feedback or a Workflow being completed. Wherever possible we aggregate these alerts so you receive fewer emails but if you'd rather not receive them you can easily turn them off.

To do this, from the MyMalcolm control panel area, click your name at the top of the screen where it says "Logged in as"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/LgmiVqgthh/screenshot-my.malcolm.app-2020.01.16-10_57_39.png (Logged in Navigation in MyMalcolm)

You'll then be taken to your personal preferences. If you select the "Notifications" tab on the left you'll be able to edit the notifications you receive. Remember to hit "Save" once you are done!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aez6lFczno/screenshot-my.malcolm.app-2020.01.16-11_03_51.png (Manage your notifications in MyMalcolm)

Note that your notificatons are based on an instance. If you are a user on more than one instance you should first switch to the instance you wish to adjust notifications for. You can do this using the drop down selector at the top right of the screen. You can therefore have different notification preferences for different instances. The notificiation preferences you choose are personal to you and will not affect the notifications of other team members on an instance.

If you are the owner of an instance, you can edit the notifications members of your team receive. To do this go to the Team section, click on the name of the team member in question then select notifications. Remember to hit save when done. Also note than you can assign the permission for a team member to be able to edit other team members notifications via the permissions tab.