Question 1

Can I put Malcolm! Widget code into another site via Google Tag Manager?

Accepted Answer

If you are using Google Tag Manager on a site or application it is very easy to deploy the Malcolm! widget into that property via GTM.

Here is a step by step guide:

1. Set up your widget in the Share section of MyMalcolm ([there is a guide here](https://support.malcolm.support/faqs/what-is-the-malcolm-widget)) and copy the embed code to your clipboard
2. In GTM click "Add a new Tag"
3. In Tag Configuration select a "custom HTML" tag type
4. Paste in the embed code from your clipboard
5. You don't need to support document.write
6. For your trigger use page view on all pages (assuming you want the widget to appear on all pages)

Question 2

Can you send me a (VAT) invoice?

Accepted Answer

You can download an invoice / receipt for each payment you've made to us in the Billing Section of MyMalcolm.  Select "invoices / receipts" in the left hand vertical navigation and then click the icon on the right of each row to download the invoice / receipt associated with each payment.

If you have paid VAT as part of the payment we've taken from your card your invoice / receipt will show a breakdown of this.

[For more information about Malcolm! and VAT see this question. ](https://support.malcolm.support/faqs/do-i-need-to-pay-vat)

Question 3

What is the Malcolm! widget and how do I implement it?

Accepted Answer

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. Create an embed in MyMalcolm

Give your embed a name. Names your embed in MyMalcolm

**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. Choose the content for your widget

**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. Configure the visual style of your widget

**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! Manage URL rules for your widget

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. Manage your widget visibility settings

**Step 5: Publish and place code on site** Finally when you are happy publish your widget. Publish your embed

Finally collect your code - you can cut and paste this or have it emailed to you (or the person who is responsible for implementation). Collect your widget embed code

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)

Question 4

What are invisible tags and how do I use them?

Accepted Answer

Invisible tags are a useful way you can influence search results. Like normal tags they will contribute to search ranking of an FAQ, but they won't be shown on the front-end to your users. If you therefore want a particular phrase to return a particular FAQ but your content doesn't feature that phrase or is being out ranked by another FAQ invisible tags can help. You can make current tags invisible or set up new invisible tags in MyMalcolm via FAQs / Tags: Creating an invisible tag

You then apply tags as usual via the configure area of the individual FAQ: Assigning tags to an FAQ in MyMalcolm

Question 5

What is a Workflow?

Accepted Answer

A Workflow is a web based form that your customers complete.  You can build these forms quickly in MyMalcolm and use them to create a digital version of a business process.

**For example**
* A contact form
* A survey
* A customer enquiry
* A new customer details form

You can build everything from simple single screen journeys through to more complex multi-step journeys with conditional routing (ie offering certain choices based on previous answers).

Malcolm! automatically stores all data - including abandoned forms.  You can export this data at any time.   You can also pass that collected data through to other systems via Integrations or Webhooks.

Question 6

Can I turn off automatic email alerts?

Accepted Answer

Malcolm! will automatically send you email alerts when certain activity happens on your instance, such as a user leaving feedback or a Workflow being completed. Wherever possible we aggregate these alerts so you receive fewer emails but if you'd rather not receive them you can easily turn them off. To do this, from the MyMalcolm control panel area, click your name at the top of the screen where it says "Logged in as" Logged in Navigation in MyMalcolm

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! Manage your notifications 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 7

How does Password Protection of Content (FAQs or Workflows) work?

Accepted Answer

Malcolm! let's you password protect individual items of content (e.g. a particular FAQ or Workflow) and/or your Hosted Hub. The best option for you will depend on how exactly you use and implement Malcolm! **Password Protection on Hosted Hub** You can add a "start of session" password to your Hosted Hub via the Visibility tab in the Settings section in MyMalcolm. In this area you can add one or more passwords. For example you could add one password that all your users share, or you could give each user an individual password. You can supply a label/description next to the password in MyMalcolm to remind yourself who that password was created for. From the same area you can suspend or delete previously created passwords, as well as see when passwords were last used. When a user visits any page on your Hosted Hub they create a web session. The first time they do this they will be asked for their password. You can configure the exact wording that is used on the password request screen in MyMalcolm! The user will then remain logged in for the remainder of their session. Sessions typically end when the user closes their web browser or after a long period of inactivity. Screenshot 2019-04-23 10.55.25 (2).png

**Password Protection on Individual Content Items** You can also add configure password protection on individual items of content like an FAQ or a Workflow. You do this via the Visibility tab in the Configure section of the individual FAQ or Workflow (which you access via the library in the respective FAQ or Workflow section of MyMalcolm). The default setting for items of content is that they inherit the settings from the Hub. So if no password is set at a Hub level no password is required to view the content. If a password is set at a Hub level then a password will be required at the start of the user session. If you want to ensure that a password is always required before a particular FAQ or Workflow is accessed you should set it at this content level. Bear in mind however that if you also have a Hub password set and a user starts their session with a direct link to individual content that is password protected they will need to enter two passwords: one to get them into the Hub session and a further password to view the content. You can also set an individual item of content to never require a password, even if the Hub has a password set. This can be useful if, for example, you want to put all your content behind a Hub password but want to create a Workflow that lets people request access. In this scenario you would create a Workflow for the purpose of requesting access, set it to never require a password then link to it from the text you can configure on the Hub password request screen. When requests come in you can review them and if you approve you can manually set up the user's password. Screenshot 2019-04-23 10.57.05.png

**Also worth noting** If a user makes three failed password attempts they will not be able to attempt a further password within that session for 30 minutes.

Question 8

Is there a limit to the amount of media I can upload? How much media space will I need?

Accepted Answer

Each instance of Malcolm! initially comes with a 0.5GB allocation of file storage space.

Because a web bowser will download all content on a page it's good practice (for page loading speed and also SEO purposes) to try and keep each image on your page under 2MB and not include too many images on any one page. [Squarespace have a good general guide here.](https://support.squarespace.com/hc/en-us/articles/206542517-Formatting-your-images-for-display-on-the-web)

Video files should not be uploaded to Malcolm! - instead use YouTube or Vimeo and embed your content - [see here for more info.](https://support.malcolm.support/faqs/can-i-embed-youtube-or-vimeo-videos-in-my-faqs). This offers a much better experience for your users (they get a device/speed appropriate stream) and your page download speed will not be compromised.

If you wish to make large documents available for download consider using a dedicated file hosting service (eg Dropbox, Google Drive, WeTransfer etc) and linking to that from your FAQs.  This is better user experience because your user will be made aware of the file size before starting the download.

Remember in particular your mobile users who may be viewing your content via significantly slower connections!

If you do find yourself nearing the limit of your initial allocation [contact us](https://support.malcolm.support/workflows/submit-support-ticket) to request a higher allocation and we can provision this for you - there is no extra charge for this.

Question 9

How are Related FAQs determined and can I change this?

Accepted Answer

Related FAQs are auto-generated and by default are FAQs either in the same category or similarly tagged. We take the top 5 most popular from that list.

You can choose to force the Related FAQs to use tags or just the category by updating the setting in MyMalcolm / Settings / FAQs:

Question 10

I'd like to open the Overlay embed directly, how do I do this?

Accepted Answer

When you create an Overlay embed we give you two bits of code to add to your page. The first is the master code which you should place just before the closing `````` tag. The second is the inline code which generates the button users click to open the overlay - this goes inside the `````` `````` tags where you want the button to appear. When the user clicks the button the Overlay embed will appear in a modal (pop-up) over your page. The inline code we give you will look like this `````` Sometimes you might want to call the overlay but not use our button. You might want to call it from text or use your own button/graphic or you might want to call it in the background when a user does something else on your page. You can do this by calling mapi in Javascript. The mapi has four methods - open, close, trigger and toggle. Open, close and toggle all return promises (i.e. a function that resolves when the animation is complete or a rejects if something went wrong, e.g. no embed found for the param passed). Trigger is more "fire and forget" - it will call the open function if everything goes well, otherwise it silently fails. Here is an example using an href link that uses the trigger method to open the Overlay: ```Click me``` Note that you must have our master embed code on your page for the above to work and you need to replace INSERT_EMBED_ID_HERE with your embed ID. The above may also be useful for customers who are using third party site building systems - sometimes putting inline code into a page on those systems can be restricted so you can't add our inline code to render your button. If you can create inline links you could try using the above example with the trigger method to open the Overlay (again remember you also need the master code on the page).

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