Every instance of Malcolm! comes with a Hosted Hub. This is a website that we host for you. You can customise it entirely to your requirements. You can change the branding, the colours, the fonts, the layout, the copy, the icons etc etc. You can even configure it to work on one of your own domains or sub domains. If you don't have a current website your Hosted Hub could be your main website. If you already have your main website at www.domain.com you could set up your fully branded Malcolm! Hosted Hub at a sub domain like support.domain.com or help.domain.com or customers.domain.com Some customers may not wish to do this and instead may wish to integrate Malcolm! into their current website. No problem! We have a whole section in the MyMalcolm Control Panel dedicated to this and there a variety of ways you can bring content and functionality from Malcolm! into your own website. We've also got a plugin for Wordpress and a variety of widgets and further integration options coming soon. Customers on our Enterprise plans can have full progamatic access to Malcolm! content and functionality via our comprehensive API.

Every instance of Malcolm! comes with a Hosted Hub. This is a website that we host for you. You can customise it entirely to your requirements. You can change the branding, the colours, the fonts, the layout, the copy, the icons etc etc. You can even configure it to work on one of your own domains or sub domains. If you don't have a current website your Hosted Hub could be your main website. If you already have your main website at www.domain.com you could set up your fully branded Malcolm! Hosted Hub at a sub domain like support.domain.com or help.domain.com or customers.domain.com Some customers may not wish to do this and instead may wish to integrate Malcolm! into their current website. No problem! We have a whole section in the MyMalcolm Control Panel dedicated to this and there a variety of ways you can bring content and functionality from Malcolm! into your own website. We've also got a plugin for Wordpress and a variety of widgets and further integration options coming soon. Customers on our Enterprise plans can have full progamatic access to Malcolm! content and functionality via our comprehensive API.

The Malcolm! widget is a great way to put your content in front of users. By using the widget you can float content over an existing website or application. Want to let your users find out answers to FAQs about a product or service you provide but don't want them to make them navigate from the screen they are on? The Malcolm! widget is what you need. Or perhaps you'd like to float a feedback or get in touch form over your website? Super easy to do with the Malcolm! widget. You can even make the content displayed contextual to the screen the widget is floating over. How cool is that? We recommend you place the Malcolm! widget embed code on every page of your website. You can then configure whether the widget displays or not (and what it displays) from within MyMalcolm! Here is how to start using the Malcolm! widget. **Step 1: Create an embed** Go the Share section of MyMalcolm and select the Embed tab and then Create an embed. Select Widget as the type of embed you want to create. Give your embed a name. **Step 2: Choose your content** From this area you can choose a single FAQ or Workflow to display in the widget, or you can choose collections of content. These collections can be a category, a tag or an author. You can also make a collection out of a search result including a search that is contextual to the meta content of the page that the widget is on - you can query content based on the page title, meta keywords, meta description or a meta search tag. Users can navigate content within the widget via clicking on items in the user interface eg categories, tags or authors. If you don't choose a specific FAQ, Workflow or collection of content the default content displayed will be the most popular content. **Step 3: Configure the visual style of your widget** You can configure various options about the visual appearance and behaviour of your widget. The options include what the widget looks like in it's pre-expand state (a button or a drawer), the text used on the pre-expand, the colours and logo plus the location of the widget on your screen. You can also configure whether you want the search and footer used on expanded widget and whether the transition from pre-expand to post-expand and vice versa are animated or not. **Step 4: Set up URL rules and visibility settings** We recommend you put the Malcolm! widget embed code on every page of your website. But you might not want the widget to appear on every page. Using URL rules you can mangage and easily change which pages the widget does appear on from within MyMalcolm! You may not want the widget to display on mobile browsers, or you may want the widget to only appear at certain times (for example when your office is closed) - you can configure these options in visibility settings. **Step 5: Publish and place code on site** Finally when you are happy publish your widget. Finally collect your code - you can cut and paste this or have it emailed to you (or the person who is responsible for implementation). If you use Google Tag Manager you can also deploy the embed code via this system. [See here for more details.](https://support.malcolm.support/faqs/can-i-put-malcolm-widget-code-into-another-site-via-google-tag-manager)

The Malcolm! widget is a great way to put your content in front of users. By using the widget you can float content over an existing website or application. Want to let your users find out answers to FAQs about a product or service you provide but don't want them to make them navigate from the screen they are on? The Malcolm! widget is what you need. Or perhaps you'd like to float a feedback or get in touch form over your website? Super easy to do with the Malcolm! widget. You can even make the content displayed contextual to the screen the widget is floating over. How cool is that? We recommend you place the Malcolm! widget embed code on every page of your website. You can then configure whether the widget displays or not (and what it displays) from within MyMalcolm! Here is how to start using the Malcolm! widget. **Step 1: Create an embed** Go the Share section of MyMalcolm and select the Embed tab and then Create an embed. Select Widget as the type of embed you want to create. Give your embed a name. **Step 2: Choose your content** From this area you can choose a single FAQ or Workflow to display in the widget, or you can choose collections of content. These collections can be a category, a tag or an author. You can also make a collection out of a search result including a search that is contextual to the meta content of the page that the widget is on - you can query content based on the page title, meta keywords, meta description or a meta search tag. Users can navigate content within the widget via clicking on items in the user interface eg categories, tags or authors. If you don't choose a specific FAQ, Workflow or collection of content the default content displayed will be the most popular content. **Step 3: Configure the visual style of your widget** You can configure various options about the visual appearance and behaviour of your widget. The options include what the widget looks like in it's pre-expand state (a button or a drawer), the text used on the pre-expand, the colours and logo plus the location of the widget on your screen. You can also configure whether you want the search and footer used on expanded widget and whether the transition from pre-expand to post-expand and vice versa are animated or not. **Step 4: Set up URL rules and visibility settings** We recommend you put the Malcolm! widget embed code on every page of your website. But you might not want the widget to appear on every page. Using URL rules you can mangage and easily change which pages the widget does appear on from within MyMalcolm! You may not want the widget to display on mobile browsers, or you may want the widget to only appear at certain times (for example when your office is closed) - you can configure these options in visibility settings. **Step 5: Publish and place code on site** Finally when you are happy publish your widget. Finally collect your code - you can cut and paste this or have it emailed to you (or the person who is responsible for implementation). If you use Google Tag Manager you can also deploy the embed code via this system. [See here for more details.](https://support.malcolm.support/faqs/can-i-put-malcolm-widget-code-into-another-site-via-google-tag-manager)

Integrations are a way of passing data you collect in a Malcolm! Workflow into other third party software or systems. We currently offer integrations with: * [Dropbox](http://www.dropbox.com) * [Mailchimp](http://www.mailchimp.com) * [Mandrill](http://www.mandrill.com) * [Twilio](http://www.twilio.com) * [Zendesk](http://www.zendesk.com) * and over 1,500 over apps via Zapier.com ([more info here](https://support.malcolm.support/faqs/how-do-i-use-zapier-to-connect-malcolm-to-other-applications-or-services-i-use)) **Configuring Integrations** Once you have created your Workflow, go to the Configure section and select Integrations. There you can link your third party accounts at our integration partners to your Malcolm! Instance by providing your credentials. Once your accounts are linked you can configure integrations with that partner and choose the data from your Workflow that is passed across. You can configure whether data is passed on every Workflow completion or only when certain conditions are met. It is possible to have multiple integrations so, for example, you could create a form which collected details from a new customer including a copy of their ID. You could then subscribe that new customer to a Mailchimp mailing list and store their uploaded ID documents in your Dropbox account by creating two integrations. **Customer Consent** A reminder that it is good practice - and in certain territories a legal requirement - to ensure that your customers actively consent to their data being passed to third party companies who, like Malcolm!, act as data processors on your behalf. You act as the data controller. Most companies handle this consent via provisions in their Privacy Policy which their customers agree to. It is good practice therefore to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it. **Integration Failures** Sometimes integrations may fail. This could be for a variety of reasons, for example the integration partner's API's may be down and/or there may be a problem with your account at the third party provider (for example your Dropbox account may be over quota). Firstly don't worry re losing customer data - Malcolm! will always store any user submitted data so if there is a problem with an integration you won't lose any data. When a problem occurs we'll create a notification to let you know and periodically retry the integration. You can review the Integration logs and retry a failed integration event manually via MyMalcolm (navigate to the Workflow via Library then select Integration logs) **More Integrations coming soon!** We will be adding more and more integrations to Malcolm! in the coming months. If there is a particular integration you'd like us to add [please let us know! ](https://support.malcolm.support/workflows/feedback)

Integrations are a way of passing data you collect in a Malcolm! Workflow into other third party software or systems. We currently offer integrations with: * [Dropbox](http://www.dropbox.com) * [Mailchimp](http://www.mailchimp.com) * [Mandrill](http://www.mandrill.com) * [Twilio](http://www.twilio.com) * [Zendesk](http://www.zendesk.com) * and over 1,500 over apps via Zapier.com ([more info here](https://support.malcolm.support/faqs/how-do-i-use-zapier-to-connect-malcolm-to-other-applications-or-services-i-use)) **Configuring Integrations** Once you have created your Workflow, go to the Configure section and select Integrations. There you can link your third party accounts at our integration partners to your Malcolm! Instance by providing your credentials. Once your accounts are linked you can configure integrations with that partner and choose the data from your Workflow that is passed across. You can configure whether data is passed on every Workflow completion or only when certain conditions are met. It is possible to have multiple integrations so, for example, you could create a form which collected details from a new customer including a copy of their ID. You could then subscribe that new customer to a Mailchimp mailing list and store their uploaded ID documents in your Dropbox account by creating two integrations. **Customer Consent** A reminder that it is good practice - and in certain territories a legal requirement - to ensure that your customers actively consent to their data being passed to third party companies who, like Malcolm!, act as data processors on your behalf. You act as the data controller. Most companies handle this consent via provisions in their Privacy Policy which their customers agree to. It is good practice therefore to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it. **Integration Failures** Sometimes integrations may fail. This could be for a variety of reasons, for example the integration partner's API's may be down and/or there may be a problem with your account at the third party provider (for example your Dropbox account may be over quota). Firstly don't worry re losing customer data - Malcolm! will always store any user submitted data so if there is a problem with an integration you won't lose any data. When a problem occurs we'll create a notification to let you know and periodically retry the integration. You can review the Integration logs and retry a failed integration event manually via MyMalcolm (navigate to the Workflow via Library then select Integration logs) **More Integrations coming soon!** We will be adding more and more integrations to Malcolm! in the coming months. If there is a particular integration you'd like us to add [please let us know! ](https://support.malcolm.support/workflows/feedback)

If you want to send an end user who completes a Workflow an email you can do this via an integration. We currently offer a direct Mandrill integration and there are lots of options [via Zapier](https://zapier.com/apps/categories/transactional-email). The reason for this approach is that you are likely to want to send a branded email to your Workflow form filler and you are likely to want to send it from your own email address. Because of this it's better to pass the data through from Malcolm! to an account you have with a transactional email service where you have set up SPF and DKIM etc to ensure deliverability. They also offer a whole load of functionality it doesn't make sense for us to replicate our side.

If you want to send an end user who completes a Workflow an email you can do this via an integration. We currently offer a direct Mandrill integration and there are lots of options [via Zapier](https://zapier.com/apps/categories/transactional-email). The reason for this approach is that you are likely to want to send a branded email to your Workflow form filler and you are likely to want to send it from your own email address. Because of this it's better to pass the data through from Malcolm! to an account you have with a transactional email service where you have set up SPF and DKIM etc to ensure deliverability. They also offer a whole load of functionality it doesn't make sense for us to replicate our side.

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)

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)

You can easily embed YouTube or Vimeo videos into your FAQs. To do this use the embed code provided by each of the platforms. ![Screenshot 2018-11-08 20.01.41.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6StT5M3j9/Screenshot%202018-11-08%2020.01.41.png) Within the FAQ compose interface press the video icon. This will bring up an area where you can insert this code. ![Screenshot 2018-11-08 19.59.19.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QUvah1y7Eh/Screenshot%202018-11-08%2019.59.19.png)

You can easily embed YouTube or Vimeo videos into your FAQs. To do this use the embed code provided by each of the platforms. ![Screenshot 2018-11-08 20.01.41.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6StT5M3j9/Screenshot%202018-11-08%2020.01.41.png) Within the FAQ compose interface press the video icon. This will bring up an area where you can insert this code. ![Screenshot 2018-11-08 19.59.19.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QUvah1y7Eh/Screenshot%202018-11-08%2019.59.19.png)

Every instance of Malcolm! comes complete with a Hosted Hub that you can configure and customise. [You can find out more about the Hosted Hub here](https://support.malcolm.support/faqs/what-is-my-support-hub) and if you want to turn if off you can [find out how to do that here. ](https://support.malcolm.support/faqs/how-do-i-turn-off-my-hosted-hub) In MyMalcolm if you click "View Live" towards the top the screen you'll see what your Hosted Hub currently looks like. The two things you are probably most likely to want to change are the URL the Hub is on and the Hub's look, feel and content. Here is how to configure each of those areas. **1. Configure the URL** In MyMalcolm, go to the Settings section, then select "Custom Domains" from the vertical left hand menu. In this area you can change the URL your Hosted Hub will use. It's possible (and no extra charge) to use your own external domain or sub-domain. **2. Change your Hub's look, feel and content** You can extensively customise your Hosted Hub to suit your own requirements. To do this, go to the Brand section of MyMalcolm, clone an existing theme, then choose the edit icon on your cloned theme. In the edit theme area use the left hand vertical navigation to see all the custom options you have.

Every instance of Malcolm! comes complete with a Hosted Hub that you can configure and customise. [You can find out more about the Hosted Hub here](https://support.malcolm.support/faqs/what-is-my-support-hub) and if you want to turn if off you can [find out how to do that here. ](https://support.malcolm.support/faqs/how-do-i-turn-off-my-hosted-hub) In MyMalcolm if you click "View Live" towards the top the screen you'll see what your Hosted Hub currently looks like. The two things you are probably most likely to want to change are the URL the Hub is on and the Hub's look, feel and content. Here is how to configure each of those areas. **1. Configure the URL** In MyMalcolm, go to the Settings section, then select "Custom Domains" from the vertical left hand menu. In this area you can change the URL your Hosted Hub will use. It's possible (and no extra charge) to use your own external domain or sub-domain. **2. Change your Hub's look, feel and content** You can extensively customise your Hosted Hub to suit your own requirements. To do this, go to the Brand section of MyMalcolm, clone an existing theme, then choose the edit icon on your cloned theme. In the edit theme area use the left hand vertical navigation to see all the custom options you have.

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) but is in the transition period. During this period the previous special VAT rules around 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

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) but is in the transition period. During this period the previous special VAT rules around 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

If you don't want your Workflow title to display you can set this from the configure screen of the Workflow in question. ![Screenshot 2020-08-11 at 17.45.24.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/JtWPLTjDHT/Screenshot%202020-08-11%20at%2017.45.24.png) This setting affects both the web and embed versions of your Workflow. If you want the title to display on one type but not the other you could clone your Workflow and use different settings for each.

If you don't want your Workflow title to display you can set this from the configure screen of the Workflow in question. ![Screenshot 2020-08-11 at 17.45.24.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/JtWPLTjDHT/Screenshot%202020-08-11%20at%2017.45.24.png) This setting affects both the web and embed versions of your Workflow. If you want the title to display on one type but not the other you could clone your Workflow and use different settings for each.

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

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