Question 1

Do you support Google Tag Manager?

Accepted Answer

Yes, we support Google Tag Manager.  You put Google Tag Manager, and the subsequent tags and behaviours you configure in GTM on all your user facing pages. [See this FAQ for further details. ](https://support.malcolm.support/faqs/can-i-put-tracking-tags-in-my-faqs-workflows-support-hub)

You can also put Malcolm! content into an external site using our widget and Google Tag Manager.  [See this FAQ for further details.](https://support.malcolm.support/faqs/can-i-put-malcolm-widget-code-into-another-site-via-google-tag-manager)

Question 2

Can you help me create content for Malcolm?

Accepted Answer

Yes, we can help you create content for Malcolm! and general customer support and customer service content via "Malcolm Agency Services".

[See here for further details and to get a quote. ](https://malcolm.app/services)

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

What can I change in the Settings Section of MyMalcolm?

Accepted Answer

The Settings Section of MyMalcolm offers a variety of configuration options for your Instance.

Within this section you can change the following things:
* The name and description of your Instance (this is seen within MyMalcolm by other Team members)
* The subdomain used for your Malcolm! Instance and/or setup your own custom domain
* Manage third party Javascript tracking tags
* Turn the Hosted Hub off/on and configure whether it appears in search engines
* Turn approvals off/on
* Redirect base URL if Hosted Hub not used
* Transfer Instance ownership to someone else
* Delete your Instance
* Turn FAQs on/off
* Turn Workflows on/off
* Manage your Integration credentials

Question 5

How many free trials can I have?

Accepted Answer

Each new instance begins with a 14 day free trial. There is currently no limit to the number of instances you can create.

We want people to to use Malcolm! as much as possible so encourage you to use trials to try out possible ideas or use cases for Malcolm!  Setting up an instance with some content and branding can be a quick and effective way to demonstrate to your colleagues or other team members how useful Malcolm! can be!

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

What are Categories in FAQs?

Accepted Answer

Categories offer a way of organising your FAQs around similar areas.  For example you may wish to group some of FAQs into a "pre sales" category and others into a "post sales" category.  Or if you sell many different types of product you might want to create categories for each product and categorise your FAQs in this way.

Customers may choose to browse FAQs by category as well as searching.

An FAQ can exist in more than 1 category and you can also create sub categories within categories.

Question 8

Can I mix different billing plans across my instances?

Accepted Answer

Yes. Billing belongs to the instance rather than the user and we currently offer [3 different types of price plan](https://malcolm.support/pricing).

Your Malcolm! user account is personal to you and can be attached to any type of Instance.  So it's perfectly possible for a user to be attached to variety of instances some of which may be on different price plans.

Question 9

What is the Media Section in MyMalcolm?

Accepted Answer

The Media Section in MyMalcolm is a central place to manage images and other resources (eg PDF's) that you may wish to reference in your FAQs or use as part of the Brand customisation of your Malcolm! Hosted Hub.

You can upload resources directly into the Media section and any resources you upload via the FAQ or Brand sections will also automatically be put into the Media Section.

Question 10

How many instances can I have?

Accepted Answer

There is no limit to the number of Malcolm! instances your user account can be attached to.

How can we help?

Using Malcolm! and need help?

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