Question 1

Can I remove the Malcolm! branding?

Accepted Answer

It is quick and easy to remove the Malcolm! branding and - if you want - replace it with your own. Here is how: **Hosted Hub** By default your Hosted Hub is Malcolm! branded. To change that: * In MyMalcolm go to the Brand section * Click "Themes" on the black sub navigation * The default Malcolm! theme will be selected. Click the "duplicate" icon (two squares overlapping). This will create a copy of the default theme called "Default copy" * Select the Default copy theme by clicking on it. Then click the "edit" icon (a pencil). * This brings up the edit theme interface. There are a huge amount of things you can change here. Use the left hand vertical navigation to browse all the possibilities. MyMalcolm Theme Editing Options

**Footer** Be default a "powered by Malcolm!" badge appears at the bottom of content. You can turn this off (and also add other footer content such as copyright notices etc) in the "Footer" section of the edit theme interface referenced above. **Embeds** You can turn off the "powered by Malcolm!" badge in your embeds by turning off the footer. You do this via the style section of your embed configuration. Style controls in an Embed in MyMalcolm

**Domain** Finally don't forget you can easily configure Malcolm! to use your own domain or sub-domain. [For further details see this article.](https://support.malcolm.support/faqs/how-do-i-use-my-own-domain-or-sub-domain)

Question 2

How do I invite people to join my Instance team?

Accepted Answer

On Team, Team Plus or Enterprise plans you can invite additional Team members to your instance. To do this go to the Team Section and click "Invite Team Members" towards the top right. You can then enter an email address and choose a role. Invite someone to your Team on MyMalcolm

Invite someone to your Team on MyMalcolm

The available roles include: * Editor: create and edit FAQs and Workflows * Publisher: as editor but also the ability to publish and approve FAQs and Workflows * Administrator: as Publisher but also access to Instance Billing, Settings, Brand and Team. * Read only: allows a user to view FAQs, Workflows and associated feedback and submitted data * Custom: create the exact permissions you want a team member to have You can edit and refine the privileges attached to a pending invite by clicking the invite tab, then the email address of the invited user. You can edit and refine the privilages of current team members by clicking on their name in the members tab, then clicking privileges. Team member privilege editing in MyMalcolm

Team member privilege editing in MyMalcolm

Question 3

How do drafts, versions, publishing and approvals of FAQs work?

Accepted Answer

Malcolm! has an inbuilt versioning system and optional scheduled publishing and approval functionality. Versions can be useful if you change the answer to a question but at a later date want to revert the answer back to a previous version. They can also be useful for compliance and regulatory reasons, eg in the future you might want to review what your FAQ answer was at a certain point in time. Versions also enable you to "prep" updated content ahead of it going live. For example if you are revising your product or service you might need to update your FAQ content. But you might not want that new updated content to go live until your the changes to your product or service also go live. **How Versioning Works** When you first create an FAQ you are creating a draft. When you have finished editing you publish that draft into a version. When you make a version live that version is then what your customers see. You can choose which version of content is live via the publishing section of an FAQ. To get to this browse to FAQ via the Library, then once selected go into the Publishing section. You can also start a new draft based on a published version. Versions in MyMalcolm

**How Scheduled Publishing Works** As well as choosing to make a version live immediately you can also choose to make a version live at a certain date and time in the future. You may only want a version to be live for a certain period of time so you may wish to set an end date. You may also want different versions live at different times. You can set this up and manage and edit upcoming schedules in the publishing section of an FAQ. Scheduled Publishing in MyMalcolm

**How Approvals Work** The Approval functionality adds a stage between turning a draft into a published version - the draft has to be approved. This functionality can be useful if you work in an organisation where a legal or compliance department wants to review any changes to customer facing communications. It can also be useful if one team member, for example a manager or editor, wants to ensure they personally review all content changes submitted by staff members (or perhaps freelancers) before those changes are allowed to go live. Approvals functionality is off by default. To turn it on go to the Settings section, General settings, Content approval. Enable Approvals in MyMalcolm

Although you can technically approve your own content the approval functionality makes most sense when you have several team members on an Instance. So it tends to be used by instances that are on our Team or Enterprise plan. You can choose which users on your instance have the approval privilege via the Team section. Notes can be added to each draft you put forward for approval. An approver can accept or reject a draft and also add notes. If you are waiting for your content to be approved, or you are a user with the approval privilege you can access your options in the Publishing section. This can be accessed globally (ie showing activity and options across all FAQs) within the first level of FAQ or via an individual FAQ where just activity and options for that individual FAQ is shown. ) Version and Approval Management in MyMalcolm

Version and Approval Management in MyMalcolm

Question 4

How do I build a Workflow?

Accepted Answer

You can build a Workflow quickly via the Workflow Builder in MyMalcolm. To get started, first go to the Workflow section of MyMalcolm and then click "Create a Workflow" towards the top right of the screen. Workflows: How would you like to start?

You can then choose whether to build a Workflow from scratch, start with one of our templates or - if you have already created some Workflows previously - clone one of those previously created Workflows. You can then use our drag and drop builder to create your Workflow.

Our Workflow builder enables you to: * Drag and drop question elements onto your form * Customise those question elements * Configure Filters, Validators and Rules * Split forms over multiple pages * Customise page titles and progress bars * Customise thank you page Once you have created the content of your form, you can to the Configure tab and configure various options including setting up email notifications or Integrations. Configure your Workflow

By default your Workflow is created as a web form that you access via a URL. But you can also surface that Workflow in a variety of other ways (including float it over page in a widget, via a modal/overlay launched by a button you place on a site, or via embeds or plugins) - take a look at the Share section of MyMalcolm to do this. Watch a video guide to building a Workflow below.

Question 5

Can I put tracking (or other) tags in my FAQs / Workflows / Hosted Hub?

Accepted Answer

You can add Javascript tracking tags via the Settings Section of MyMalcolm.  Select Tracking tags within that section.

For Google Analytics you can just add your GA ID.

For users of Google Tag Manager you can add your GTM ID then manage all tags via their interface.

For any other tags add these in the "Any other Javascript snippets" area.

If you wish to use another tag manager you could add that tag managers code in the "Any other Javascript snippets" area and then manage your tags via their interface.

Question 6

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. ](https://malcolm.support/pricing)

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 rate ([details here - PDF)](https://ec.europa.eu/taxation_customs/sites/taxation/files/resources/documents/taxation/vat/how_vat_works/rates/vat_rates_en.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

Question 7

Is Malcolm! GDPR compliant?

Accepted Answer

**What is GDPR?**

"GDPR" refers to The General Data Protection Regulation 2016/679. This is a regulation in EU law on data protection and privacy for all individuals within the European Union and the European Economic Area. It also addresses the export of personal data outside the EU and EEA areas.

**How does it apply to Malcolm?**

Malcolm! collects, stores and processes data about our own customers - people signing up to Malcolm! and creating and managing instances. 
We may also - via Workflows - collect, store, process and transfer data about your customers.

When talking about GDPR it is important to understand the concept of the Data Controller and the Data Processor.

* The **Data Controller** determines the purposes for which and the means by which personal data is processed
* The **Data Processor** processes personal data only on behalf of the controller.

**Is Malcolm! the Data Controller or the Data Processor?**

In the context of information about our own customers, eg people who sign up for Malcolm! accounts and manage Instances we are the Data Controller.

In the context of information about your customers, eg information that is collected on your behalf via Workflows you create in Malcolm! we are the Data Processor only. You - as the Data Controller - have the obligation to ensure you are acting lawfully in accordance with the GDPR legislation.

**What does all this mean?**

When you sign up to Malcolm! you agree to our [Terms of Service](https://malcolm.support/terms) and our [Privacy Policy](https://malcolm.support/privacy) which detail how we handle your data.  By agreeing you give us your consent.

It is important that when you collect, store, process and potentially transfer (via Integrations or Exports) data from your own customers via a Malcolm! Workflow you have your customers consent to do this.  Most companies handle this via provisions in their Privacy Policy and/or Terms and Conditions around data processing which their customers agree to. **It is therefore good practice to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it and/or confirms their consent for you to collect and process their information**

**Further Questions**

If you have further questions about GDPR or wish to contact our Data Protection Officer [you can contact us here](https://malcolm.support/contact).

[You can find out more about GDPR here. ](https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/)

Question 8

Can I embed HTML or add iframes to Malcolm! content?

Accepted Answer

Malcolm! FAQ supports embedding content via HTML iframes.

Most popular content channels such as YouTube and Vimeo offer an embed sharing option via HTML iframes.

Malcolm! has two buttons on its editor toolbar. One for inserting video or presentation type content and one for other type of content. To use these features simply locate the HTML iframe code on your content channel and copy/paste it into one of these two dialogs.

Question 9

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.

![Edit your language file in MyMalcolm](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)

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 10

Can I restrict some or all of my Team members from seeing and/or exporting submitted Workflow data?

Accepted Answer

Sometimes you may wish to use Workflows but restrict other Team members on your instance from having access to the data that is submitted by your end users.

**Here is how to do this:** 
* Access is managed via the "Team" section of MyMalcolm.  
* In that section if you click on a Team Member then select "privileges" you can configure whether a user can see and/or export submitted Workflow data. You can even remove all their access to the Workflow section.  
 
* Depending on their settings the Instance Owner and some Team Members may also receive submitted data via email alerts. [See more about managing email alerts here.](https://support.malcolm.support/faqs/can-i-turn-off-automatic-email-alerts)

* Regardless of their own preferences Team Members won't receive email alerts relating to Workflow completion if they don't have access to Workflow submitted values and exports.

**Some related things to be aware of:**
* Remember that on a Workflow level further email recipients can be added in the "email answers" part of the configure section of the individual Workflow - it may make sense to review this recipient list at the same time you review who on your team has access to end user submitted data.

* Be aware that if you are pushing some or all of the submitted data to third party systems via Integrations or Web Hooks then submitted data will potentially be viewable by users in those systems.

[We recommend that you review this article to read about GDPR and how it applies to Malcolm! and your users.](https://support.malcolm.support/faqs/is-malcolm-gdpr-compliant)

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