Question 1

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 2

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 3

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. ](https://support.malcolm.support/faqs/what-is-the-malcolm-widget) 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" Quick link to Embed from the Workflow Library in MyMalcolm

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. 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.](https://support.malcolm.support/faqs/what-is-the-malcolm-widget) 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. ](https://support.malcolm.support/faqs/can-i-put-malcolm-widget-code-into-another-site-via-google-tag-manager)

Question 4

How do I embed a Workflow into my website?

Accepted Answer

It's quick and easy to embed a Workflow into your website or app. 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" 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. Create your embed in MyMalcolm

* If you want to float your Workflow over your webpage in a widget launched from a button or drawer that hugs the side or top/bottom of the screen select Widget. * If you want to launch an overlay that contains your Workflow from your webpage choose the Overlay option. * If you want your Workflow to appear within a part of an exisiting webpage select the inline option. * Finally if you want your Workflow to replace the entire content of a page select Full page. Follow the create embed process through - the Workflow you came from will be preselected as the content you want to embed. You will be offered various styling and display options based on the type of embed you choose. At the end of the process you will be supplied with the embed code that you can add to he site or app where you want the Workflow to appear.

Question 5

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 6

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 7

When a Workflow is completed will I be sent an email?

Accepted Answer

When a user completes a Workflow, by default all the Team members of the instance (who are added and manged via the Team section of MyMalcolm) will receive an email.

You can also configure other people to receive an email on a Workflow by Workflow basis.

To do this:
* In MyMalcolm go to the Workflow section
* Click Library and then click on the Workflow you wish to configure email alerts for
* Then click "Configure" on the black horizontal navigation then "Email Alerts" on the left hand vertical navigation 
* Click "add a new email address" to add a new recipient. 
* Note that you can also make a recipient conditional - this is very useful if you only want an email to be sent to a particular address when certain criteria on a Workflow are met.

Question 8

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).

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

How do I export data from my Workflow?

Accepted Answer

You can export all data that has been submitted to your Workflow anytime via MyMalcolm.

To do this go to the individual Workflow via the Library in the Workflow section of MyMalcolm.
Then in Analyse select Exports.  You can choose to export all submitted data, or the submitted data between two dates.  You can also choose whether you want any uploaded files to be included and if you'd like to include partially completed Workflows.

Your export will then be generated and will be available to download from this area soon - normally within a few minutes - you'll be emailed when it's ready.

Exports are in .csv format (with options to include any uploaded files and also an option to include part completed / abandoned completions)

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