Question 1

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)

Question 2

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 3

Can I turn off the "Email this Answer" / send by email functionality?

Accepted Answer

If you would like to turn off the ability for a user to have a particular FAQ emailed to them you can do this on a per FAQ basis via the Configure / General area of the FAQ in MyMalcolm: Turn off Send by email on a single FAQ

If you want to turn off this feature for all FAQ's in the instance you can do this globally via Settings / FAQs / General Settings: Turn off Send by email globally

Question 4

Can I set Workflow values in a URL?

Accepted Answer

A very powerful feature of Malcolm! is the ability to populate one or more values within a Workflow via the URL to the Workflow itself.
Malcolm! also offers associated options around whether a user completing a Workflow can see or edit that value.

This is extremely powerful if - for example - you want to pass into a Workflow information that lets you identify who has completed it - such as a customer ID or perhaps some other form of unique reference that lets you know what the information relates to (eg an order or transaction id)

For example, let's say a customer has created an order with order ID 12345 and you need some further information to fulfil the order. Rather than send them a Workflow which asks them for their order ID as one of the questions (or relies on you manually linking the submitted Workflow with a completed order your side) you could send them a link in the format https://url.com/workflows/order-info-needed?orderid=12345

You can put values for multiple fields in the URL too eg https://url.com/workflows/order-info-needed?orderid=12345&anotherfield=abcde

You can choose whether the user filling in the Workflow will see the Order ID repeated on their Workflow or not. If they can see it you can choose whether they can edit it or not.  You can also choose what the descriptors in the URL (in the example above the "orderid" part) actually are.  All these configurations are made by clicking on the individual element in the Workflow builder in MyMalcolm and scrolling to the "Settings" area.

When the Workflow is submitted you will receive the Order ID (and any other fields you have completed via the URL) as part of the submitted information.

When you combine the ability to populate fields by variables in the URL with the integration functionality of Malcolm! it becomes even more powerful as you could programmatically send out Workflows for completion (with some identifying information inserted via an auto generated URL) and then combine them with your other systems on submission via an integration or a webhook using the identifying information to link things together.

This becomes a great way to send out surveys, create follow ups to marketing campaigns, extend the functionality you offer to "logged in" users etc etc - the possibilities are endless!

Question 5

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 6

Can I collect the email address of a user when they leave feedback on an FAQ or Workflow?

Accepted Answer

It can be very useful to offer the ability for a user to leave their email when giving feedback on an FAQ or Workflows so you can follow up with them.

You can turn this feature on for FAQ's and/or Workflows via *Settings --> FAQ --> General* or *Settings --> Workflow --> General* respectively.

![Leave Feedback email address option in MyMalcolm](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Z202OQgYA3/Screenshot%202021-03-11%20at%2008.25.02.png)

You can enable it for all feedback or just for negative feedback. The default wording shown to the user is "If you'd like a follow up to this comment please leave your email address" but you can change this wording via the language file - [see here for more details](https://support.malcolm.support/faqs/can-i-translate-or-change-the-system-text-and-labels-in-maclolm).

If the user has left an email address, there will be a "click to email" icon displayed next to the feedback in MyMalcolm.

If you'd prefer a user to complete a Workflow when they rate content [see this FAQ.](https://support.malcolm.support/faqs/can-i-link-to-a-workflow-when-a-user-rates-content)

Question 7

How can I listen to JavaScript events posted from embeds?

Accepted Answer

Malcolm! embeds fire events on user interactions such as when someone first reads an FAQ, completes a Workflow or performs a search. These events can be picked up on your web page for you to perform custom actions - for example creating an event for your Analytics. ## How can I listen to these events? The first event, `mapiload`, is fired on the `window` when the `mapi.js` library has loaded. ``` window.addEventListener('mapiload', function() { // mapi has loaded, waiting for embeds to render // ... }); ``` The embeds are then rendered followed by the `mapi.onrender` event. To register a listener use the `mapi.on` function. ``` window.addEventListener('mapiload', function() { // mapi has loaded, waiting for embeds to render mapi.on('render', function() { // Embeds rendered // ... }); }); ``` We recommend combining the `window.addEventListener` and `mapi.on` functions for maximum compatibility especially if your application uses JavaScript page transitions, however if your application reloads the page on each request you could combine these into one. ``` window.addEventListener('mapiready', function() { // Embeds rendered // ... }); ``` Once the embeds have rendered use the `embed.on` function to register listeners. If you know the ID of the embed (can be found in [MyMalcolm](https://my.malcolm.app)) use `mapi.findEmbed` function. ``` mapi.findEmbed('EMBED_ID').then(function(embed) { // Embed found embed.on('EVENT_NAME', function(data) { // Data returned from embed // ... }); }); ``` Alternatively loop through the `mapi.embeds` array. ``` mapi.embeds.forEach(function(embed) { embed.on('EVENT_NAME', function(data) { // Data returned from embed // ... }); }); ``` Putting it all together your code snippet could look something like this. ``` ``` ## What events are available? | Event name | Widget | Overlay | Inline | |:-----------------------------|:------:|:-------:|:------:| | `close` | ✔︎ | ✔︎ | ✘ | | `closed` | ✔︎ | ✔︎ | ✘ | | `faq-feedback-received` | ✔︎ | ✔︎ | ✔︎ | | `faq-read` | ✔︎ | ✔︎ | ✔︎ | | `faq-referral` | ✔︎ | ✔︎ | ✔︎ | | `loaded` | ✘ | ✘ | ✔︎ | | `open` | ✔︎ | ✔︎ | ✘ | | `opened` | ✔︎ | ✔︎ | ✘ | | `search` | ✔︎ | ✔︎ | ✔︎ | | `workflow-completed` | ✔︎ | ✔︎ | ✔︎ | | `workflow-feedback-received` | ✔︎ | ✔︎ | ✔︎ | | `workflow-referral` | ✔︎ | ✔︎ | ✔︎ | | `workflow-started` | ✔︎ | ✔︎ | ✔︎ |

Question 8

Can I open the web based version of an FAQ from a widget, overlay or inline embed?

Accepted Answer

You can turn on a link to the web based (hosted hub) version of each FAQ from within the widget, overlay or inline embed view of that FAQ via your embed theme. ![How to turn on the link to web based FAQ feature in MyMalcolm](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/NcUhlNGNYG/Screenshot%202021-03-22%20at%2009.13.29.png) Watch the video below for more information!

Question 9

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 10

Can I link to a Workflow when a user rates content?

Accepted Answer

When a user rates your FAQ or Workflow you may wish to link to a Workflow from the rating area to collect more detailed, specific information.   That Workflow could in turn pass data to your other systems (eg ticketing systems or CRM) via an [Integration](https://support.malcolm.support/faqs/what-are-integrations) or [Webhook](https://support.malcolm.support/faqs/webhooks).

This feature can be used in combination with, or as an alternative to, the [feedback comments feature.](https://support.malcolm.support/faqs/can-i-turn-off-or-enable-feedback-comments-for-negative-feedback-only)

You can enable this functionality for FAQs and/or Workflows via *Settings --> FAQ --> General* or *Settings --> Workflow --> General* respectively.

![Post feedback Workflow configuration in MyMalcolm](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VMGzMXACpu/Screenshot%202021-03-11%20at%2008.25.31.png)

Here you can choose the Workflow linked to when the user gives feedback.

The default copy for the link text is "Submit additional feedback" but you can change that via the language file - [details on how to do this here](https://support.malcolm.support/faqs/can-i-translate-or-change-the-system-text-and-labels-in-maclolm).

If you are going to enable this feature it may make sense to turn feedback comments off so all comments are captured in your Workflow. We also recommend you turn off the feedback on the individual Workflow you use for the post Workflow feedback (via the configure tag of the individual Workflow in question). This will avoid the user being asked for feedback on the feedback!

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