Question 1

How do I surface my Workflow into a floating widget?

Accepted Answer

It's quick and easy to surface your Workflow as a floating widget. You can find out more about Malcolm! widgets here.

In the Library screen of the Workflow section of MyMalcolm click the three dots on the right hand side of the screen and select "Embed" -

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/bk1dEegpoU/screenshot-my.malcolm.app-2019.08.18-17_01_27.png (Quick link to Embed from the Workflow Library in MyMalcolm)

This will take you into the Share section of MyMalcolm! Here you can choose the type of embed you want to create.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/N17DhjfW2Z/Screenshot%202021-12-30%20at%2013.57.57.png (Choose your embed type in MyMalcolm)

Choose "Widget" and work through the screens. You can configure various options here including whether in the pre-expand state the widget is a button or a drawer. You can also configure where on the screen you want the pre-expand to appear. Other options include colour schemes, the option to add your own logo to the widget and also whether you want the footer and search bar to appear. See this FAQ for more detail on this.

At the end of the process you will be supplied with the code that you should add to your webpage HTML - we recommend you add this to very page of your website. You can also embed via Google Tag Manager. See here for more details.

Question 2

How can I use Square with Malcolm! to collect payment from my customers?

Accepted Answer

Malcolm! now integrates with Square. Square is a payment service provider that enables business owners to collect payment from their customers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/d8ZLyi8A95/Square%402x.jpg (Square and Malcolm!)

With our Square integration you can create Workflows in Malcolm! that include fields for your customers to enter their card details and pay for things like products, services, memberships etc or perhaps make a donation towards something.

Here is how to set things up:

If you don't already have a Square account create one here.
In MyMalcolm go to the Settings, then Workflows, then Integrations, then click on Square.
You'll be taken to a page on the Square website where you can login and confirm that you wish to link your Square account to Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QBvWDgrtAV/Screenshot%202022-01-06%20at%2012.48.11.png (Connecting Square to Malcolm!)

Once you have linked your Square account you can create Workflows via the Workflow section as usual and place payment related elements onto those Workflows. Two particular elements to pay attention to are Currency and Payments.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SlnkSg4slf/screenshot-my.malcolm.app-2021.05.28-18_08_18.png (Currency and Payment elements in MyMalcolm)

Payments is the element where your customer will provider their card details. You can configure the amount your customer is charged via the Payment element settings, or you can optionally ask the customer to enter their own amount via the Currency field - this can be useful in scenarios like donations or account payments where you may wish to offer the customer the choice of the amount to pay.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Yaj6slF0EX/Screenshot%202022-01-06%20at%2012.52.37.png (Settings for the Payment element in MyMalcolm)

If you also collect your customers email (and Name) in the Workflow you can optionally use that information to send them a payment confirmation email. You can configre and customise this via the Payment element settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/sZjKbFViLz/screenshot-my.malcolm.app-2021.05.28-18_11_48.png (Configuring payment confirmation emails in MyMalcolm)

You can place the Payment element on any page of your Workflow, but the actual payment transaction will not be attempted until the final submit of your Workflow. If there is a problem with the payment details your customer will be returned to the page with Payment element on it and given a chance to update their details and proceed back through the Workflow.

You can see a video walkthrough below.

And there you have it! Taking payments via Square is a really powerful and quick to implement feature of Malcolm! Workflows. Taking payments will also work when the Workflow is surfaced via our embeds, widgets and overlays too! If you have questions or need a hand setting things up just contact us and we'll be happy to help.

Question 3

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 4

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 5

How do I change my Plan?

Accepted Answer

You can move between different types of plan in the Billing section of MyMalcolm. Bear in mind that different plans have different quotas so if you are downgrading to a less expensive plan you may need to reduce the number of FAQs you have (for example) if you are moving from a Team to a Micro plan.

Question 6

How can I review the activities of other Team members on my Instance?

Accepted Answer

You can do this via the Team section of MyMalcolm. Click on a user name and you will see their activity within the instance. You can apply filters to this information via the filter icon.

Question 7

How can I send custom emails to my customer, team or suppliers when a Workflow is completed?

Accepted Answer

When a Workflow is completed you can use the email answer functionality to send an email to the person who completed the Workflow, a member of your staff/team, a supplier or anyone else you like.

You can use rules to only send the emails when certain conditions are met (eg when certain values are selected on the Workflow)

You can also configure who that email comes from and what it looks like.

Using the email picker functionality you can additionally create a unique email template into which you can place data supplied by the customer on the Workflow they have just completed. Using all these features together gives you in effect full "mail merge" capability.

You'll see the picker icon in the body area when you go to set up an email answer and choose to customise the email content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/n6dY5MtLxo/Email%20picker%20icon%20in%20MyMalcolm.png (Picker icon in edit email body dialog)

This will bring up a dialog which lets you choose a value from the Workflow and place it in your email body. You can also choose to show the field name as well if desired.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Epwr02sjsu/Inserting%20a%20Workflow%20value%20using%20the%20picker%20tool%20in%20MyMalcolm.png (Inserting a Workflow value using the picker tool in MyMalcolm)

You can place the values within your email body as shown below

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RyYGLAvRJj/Editing%20an%20email%20answer%20in%20MyMalcolm%20using%20values%20placed%20by%20the%20picker.png (Editing an email answer in MyMalcolm using values placed by the picker)

You can also see a Walkthrough of how to do this in the video below

Question 8

Can I change the reply-to email address of an email answer alert to be the person who completed the Workflow?

Accepted Answer

Email answers are automated emails sent by Malcolm! when a customer completes a Workflow. You can send these emails to members of your team, your suppliers, the customer or anyone else you'd like.

Sometimes it can be useful to set a reply-to address for these emails. This can be a fixed value or a value supplied by a customer when completing a Workflow (eg their email address)

To use this feature, when creating your email answer, toggle the custom email setting

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/qR57A24eot/Enabling%20the%20option%20to%20customise%20the%20email%20theme%2C%20sender%20and%20content%20in%20MyMalcolm.png (Enabling the option to customise the email theme, sender and content in MyMalcolm)

Then you'll see an option to either type a reply-to address or assign a field from the Workflow for this value.

Question 9

How do I transfer ownership of an Instance?

Accepted Answer

Each instance has an owner. This is the master user who is ultimately responsible for the instance. If you are on a Team or Enterprise plan you can invite other users to the instance too. If you need to transfer ownership of the instance to another user (for instance if you are leaving a company or organisation) you can do that as long as the proposed new owner agrees.

To do this go to the Settings Section of MyMalcolm, within the instance you wish to transfer ownership of. Navigate to Ownership.

Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else.

Question 10

My verification email has not arrived?

Accepted Answer

Your verification email (to verify your email address) should usually arrive within a few minutes. If it hasn't turned up check your spam folder.

If the email still hasn't arrived after a few minutes there are a few possible reasons:

Occasionally users may accidentally misspel their email address
There could be a temporary issue at our email sending provider (Mailgun) that is delaying emails
There could be a temporary issue at your email provider that is delaying emails
You may have very strict email filtering enabled and don't accept email from new senders (in this case you should update your rules to allow email from support@malcolm.app)
Your email provider may be rejecting email sent by our email sending provider (Mailgun)

The quickest resolution in many cases is simply to register again using a different email address.