Question 1

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 2

How do I create routing via rules / logic flows in a Workflow?

Accepted Answer

When creating a Workflow (you might prefer to call it a form or a user journey) you may want to vary what is presented to the user based on their earlier inputs. For example if you sell different types of product and want to build a returns form the information you ask for might vary from product to product. So you'd ideally ask the user to choose the type of product they want to return, then show them further relevant questions that related to that type of product only. Rules and routing in Malcolm! Workflows let you do just this - you can create complex and adaptive multi-step user journeys / forms easily via this feature. Below is a simple example of how rules and routing work. In this example we create a simple form that asks a user for some basic details (their name, email address and "further details"). If they select "yes" to the question "Do you have documents or files to upload?" we'll include a screen for them to upload those files before they complete the form. If the user selects "no" we won't show them this screen and they will go direct to the Thank You screen. Here is the setup in the Workflow builder in MyMalcolm: Building a Workflow with conditional routing in MyMalcolm

Building a Workflow with conditional routing in MyMalcolm

Conceptually it is important to understand that rules and routing works at a page level (not at a question level). So where you have questions that will only be shown to the user in certain scenarios you should put those questions on their own page. You then use rules to show or hide those pages. In our example we have set the "Include page by default" setting on page 2 to be off. By doing this page 2 is "hidden" and can only be seen by routing to it via a rule. Include page by default setting in Workflow builder in MyMalcolm

Include page by default setting in Workflow builder in MyMalcolm

You configure rules at a question/element level. So in our example we now need to set up a rule on the "Do you have files or documents to upload?" question/element. To do this click on that question/element. Question elements in Malcolm! Workflow Builder

Question elements in Malcolm! Workflow Builder

In the overlay that appears select "rules". Then add the rule that if the value is equal to yes to include page 2. Configuring rules in the Workflow Builder of MyMalcolm!

Configuring rules in the Workflow Builder of MyMalcolm!

The available options in values will vary according to the type of question/element you are editing. In "Then...." you have the option of including a page, hiding a page or moving to it. If you move to a page the Workflow will then continue from that page and jump over any pages before. You can see the full range of options for this element type below. Expanded options in rules dialogue in MyMalcolm Workflow builder

Expanded options in rules dialogue in MyMalcolm Workflow builder

Question 3

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 4

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)

Question 5

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 6

How do I delete data submitted to a Workflow?

Accepted Answer

You can delete some or all of the submitted data (including uploaded files) associated with a Workflow by selecting "Delete Data" in the Analyse tab of the relevant Workflow.

![Delete Data dialogue in MyMalcolm](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/tRaFrYJwoo/resources/lcSsh5w64C/Screenshot%202020-11-20%20at%2023.06.05.png)

You can choose to delete all data or selected data between two dates. Note that as well as removing data the delete process will also remove any exports you previously generated that contain the data plus any files uploaded via the Workflow and MyMalcolm activity logs. Please therefore export and download to your local system any data you wish to keep before starting the delete process in MyMalcolm.

Ratings, analytics and feedback associated with deleted Workflow completions will be kept and can still be reviewed via MyMalcolm post delete.

Question 7

Do I have to pay extra to brand or customise the look and feel of Malcolm?

Accepted Answer

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)

Question 8

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 9

How do I hide an FAQ?

Accepted Answer

You can change the visibility of an individual FAQ within that FAQ's Configure section

Browse to the FAQ in question via the Library, select it and then go to the Configure section, then Visibility.

Here you have the following options: 
* Set as visible on your site and search engines (default)
* Set as visible on your site but hidden from search engines
* Set as hidden from your site and search engines

Question 10

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.

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