Question 1

How do I cancel Malcolm?

Accepted Answer

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.

Question 2

How do I delete feedback on an FAQ or Workflow?

Accepted Answer

Feedback collected via Malcolm! can only be seen by suitability authorised team members on your instance but there may be situations where you want to delete it, for example if it contains personally identifiable information and your organisation has a policy that you only want to store this for a certain period of time.

To delete feedback for an individual FAQ select the "Delete data" option in the Analyse section of the FAQ.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/IK3fsFzNON/Delete%20FAQ%20Data%20in%20MyMalcolm.png (Delete FAQ Data in MyMalcolm)

To delete feedback for an individual Workflow select the "Delete data" option in the Analyse section of the Workflow and then select either "Delete feedback data" or "Delete all data" (which will also delete all your completion data)

Question 3

How do I switch between Instances?

Accepted Answer

If you are a user on more than one instance you'll see a "My Instances" screen when you login to MyMalcolm.

Once you are in one instance you can also easily switch to another via the drop down that appears at the top of the MyMalcolm interface.

Question 4

Can I change the fonts Malcolm! uses?

Accepted Answer

You can change the font that Malcolm! uses in your hosted hub and your embeds via theme management in the Brand section of MyMalcolm.

We support the following fonts:

Arial
Arimo
Helvetica
Helvetica Neue
Lato
Lora
Montserrat
Merriweather
Merriweather Sans
Muli
Noto Sans
Noto Serif
Nunito
Nunito Sans
Open Sans
Oswald
Playfair Display
Poppins
PT Sans
PT Serif
Raleway
Roboto
Roboto Mono
Roboto Slab
Source Sans Pro
Source Serif Pro
Tahoma
Ubuntu
Ubuntu Mono

Question 5

Can I turn off feedback comments or enable for negative feedback only?

Accepted Answer

Sometimes you may wish to turn off the ability for users to leave feedback, or perhaps only offer the opportunity for feedback when the content has been rated negatively.

You can configure your preference via the Settings area of MyMalcolm. You can have different settings for FAQs and Workflows.

Look for the "Feedback comments" setting which appears under Settings --> FAQs and Settings --> Workflows

Question 6

How can I style my embeds?

Accepted Answer

You can now style your embeds via Embed Themes which are managed via the Brand section of MyMalcolm. Inside each Embed Theme you can customise elements like colours, icons and fonts.

Don't forget you also have further visual options on the "Style" tab of the individual embed in question.

Question 7

Can I change the "related questions" heading in FAQs?

Accepted Answer

You can change the "Related question" heading via your theme. This can useful if you are using the FAQ part of Malcolm! to publish articles or other types of content rather than just answers to questions.

To update the label 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.

Question 8

Can I receive an email every time a new FAQ or Workflow is published?

Accepted Answer

Sometimes it can be useful to receive an email when a new FAQ or Workflow is published on your instance. This feature is turned off by default - to turn it on follow these steps.

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

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/FVf5EupLg4/screenshot-my.malcolm.app-2020.03.03-17_26_08.png (Your notification settings 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.

Question 9

What is MyMalcolm?

Accepted Answer

MyMalcolm is comprehensive control panel area of Malcolm! where you can manage your instances. It is accessed at https://my.malcolm.app.

Question 10

How do I reset my password?

Accepted Answer

If you need to reset your Malcolm! user account password please visit this link.