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: 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:

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: 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:

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.

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.

At the moment (May 2020) the only external embeds that we allow inside Malcolm! FAQs or Workflows is YouTube or Vimeo embed codes (which in turn will pull YouTube or Vimeo videso into your FAQs or Workflows). We are planning to add support for a number of other "safe" embeds in June 2020. If you have a particular request please [contact us](https://support.malcolm.support/workflows/submit-support-ticket) and let us know!

At the moment (May 2020) the only external embeds that we allow inside Malcolm! FAQs or Workflows is YouTube or Vimeo embed codes (which in turn will pull YouTube or Vimeo videso into your FAQs or Workflows). We are planning to add support for a number of other "safe" embeds in June 2020. If you have a particular request please [contact us](https://support.malcolm.support/workflows/submit-support-ticket) and let us know!

Your verification email (to verify your email address) should usually arrive within a few minutes. If it hasn't turned up check your spam folder. If the email still hasn't arrived after a few minutes there are a few possible reasons: * Occasionally users may accidentally misspel their email address * There could be a temporary issue at our email sending provider (Mailgun) that is delaying emails * There could be a temporary issue at your email provider that is delaying emails * You may have very strict email filtering enabled and don't accept email from new senders (in this case you should update your rules to allow email from support@malcolm.app) * Your email provider may be rejecting email sent by our email sending provider (Mailgun) The quickest resolution in many cases is simply to register again using a different email address.

Your verification email (to verify your email address) should usually arrive within a few minutes. If it hasn't turned up check your spam folder. If the email still hasn't arrived after a few minutes there are a few possible reasons: * Occasionally users may accidentally misspel their email address * There could be a temporary issue at our email sending provider (Mailgun) that is delaying emails * There could be a temporary issue at your email provider that is delaying emails * You may have very strict email filtering enabled and don't accept email from new senders (in this case you should update your rules to allow email from support@malcolm.app) * Your email provider may be rejecting email sent by our email sending provider (Mailgun) The quickest resolution in many cases is simply to register again using a different email address.

You can easily add the Facebook Pixel to any content you create in Malcolm! such as Workflows and FAQs. There are two ways you can do this. The first is to add the Facebook Pixel code directly into the settings area of MyMalcolm - [for more details see this FAQ.](https://support.malcolm.support/faqs/can-i-put-tracking-tags-in-my-faqs-workflows-support-hub). The other way is to use Google Tag Manager. You add your GTM container id in the settings area of MyMalcolm and then add your Facebook Pixel via the Google Tag Manager interface.

You can easily add the Facebook Pixel to any content you create in Malcolm! such as Workflows and FAQs. There are two ways you can do this. The first is to add the Facebook Pixel code directly into the settings area of MyMalcolm - [for more details see this FAQ.](https://support.malcolm.support/faqs/can-i-put-tracking-tags-in-my-faqs-workflows-support-hub). The other way is to use Google Tag Manager. You add your GTM container id in the settings area of MyMalcolm and then add your Facebook Pixel via the Google Tag Manager interface.

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: 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. 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. In the overlay that appears select "rules". Then add the rule that if the value is equal to yes to include page 2. 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.

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: 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. 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. In the overlay that appears select "rules". Then add the rule that if the value is equal to yes to include page 2. 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.

Malcolm! has an inbuilt versioning system and optional scheduled publishing and approval functionality. Versions can be useful if you change the answer to a question but at a later date want to revert the answer back to a previous version. They can also be useful for compliance and regulatory reasons, eg in the future you might want to review what your FAQ answer was at a certain point in time. Versions also enable you to "prep" updated content ahead of it going live. For example if you are revising your product or service you might need to update your FAQ content. But you might not want that new updated content to go live until your the changes to your product or service also go live. **How Versioning Works** When you first create an FAQ you are creating a draft. When you have finished editing you publish that draft into a version. When you make a version live that version is then what your customers see. You can choose which version of content is live via the publishing section of an FAQ. To get to this browse to FAQ via the Library, then once selected go into the Publishing section. You can also start a new draft based on a published version. **How Scheduled Publishing Works** As well as choosing to make a version live immediately you can also choose to make a version live at a certain date and time in the future. You may only want a version to be live for a certain period of time so you may wish to set an end date. You may also want different versions live at different times. You can set this up and manage and edit upcoming schedules in the publishing section of an FAQ. **How Approvals Work** The Approval functionality adds a stage between turning a draft into a published version - the draft has to be approved. This functionality can be useful if you work in an organisation where a legal or compliance department wants to review any changes to customer facing communications. It can also be useful if one team member, for example a manager or editor, wants to ensure they personally review all content changes submitted by staff members (or perhaps freelancers) before those changes are allowed to go live. Approvals functionality is off by default. To turn it on go to the Settings section, General settings, Content approval. Although you can technically approve your own content the approval functionality makes most sense when you have several team members on an Instance. So it tends to be used by instances that are on our Team or Enterprise plan. You can choose which users on your instance have the approval privilege via the Team section. Notes can be added to each draft you put forward for approval. An approver can accept or reject a draft and also add notes. If you are waiting for your content to be approved, or you are a user with the approval privilege you can access your options in the Publishing section. This can be accessed globally (ie showing activity and options across all FAQs) within the first level of FAQ or via an individual FAQ where just activity and options for that individual FAQ is shown. )

Malcolm! has an inbuilt versioning system and optional scheduled publishing and approval functionality. Versions can be useful if you change the answer to a question but at a later date want to revert the answer back to a previous version. They can also be useful for compliance and regulatory reasons, eg in the future you might want to review what your FAQ answer was at a certain point in time. Versions also enable you to "prep" updated content ahead of it going live. For example if you are revising your product or service you might need to update your FAQ content. But you might not want that new updated content to go live until your the changes to your product or service also go live. **How Versioning Works** When you first create an FAQ you are creating a draft. When you have finished editing you publish that draft into a version. When you make a version live that version is then what your customers see. You can choose which version of content is live via the publishing section of an FAQ. To get to this browse to FAQ via the Library, then once selected go into the Publishing section. You can also start a new draft based on a published version. **How Scheduled Publishing Works** As well as choosing to make a version live immediately you can also choose to make a version live at a certain date and time in the future. You may only want a version to be live for a certain period of time so you may wish to set an end date. You may also want different versions live at different times. You can set this up and manage and edit upcoming schedules in the publishing section of an FAQ. **How Approvals Work** The Approval functionality adds a stage between turning a draft into a published version - the draft has to be approved. This functionality can be useful if you work in an organisation where a legal or compliance department wants to review any changes to customer facing communications. It can also be useful if one team member, for example a manager or editor, wants to ensure they personally review all content changes submitted by staff members (or perhaps freelancers) before those changes are allowed to go live. Approvals functionality is off by default. To turn it on go to the Settings section, General settings, Content approval. Although you can technically approve your own content the approval functionality makes most sense when you have several team members on an Instance. So it tends to be used by instances that are on our Team or Enterprise plan. You can choose which users on your instance have the approval privilege via the Team section. Notes can be added to each draft you put forward for approval. An approver can accept or reject a draft and also add notes. If you are waiting for your content to be approved, or you are a user with the approval privilege you can access your options in the Publishing section. This can be accessed globally (ie showing activity and options across all FAQs) within the first level of FAQ or via an individual FAQ where just activity and options for that individual FAQ is shown. )

The Brand section of MyMalcolm has many powerful options to help you change the look and feel, layout and content of your Malcolm! Hosted Hub in order to reflect your own brand. Get started by going to the Brand section in MyMalcolm, copying your current theme, then editing things on the copied version. Watch a video guide to customising your look and feel below.

The Brand section of MyMalcolm has many powerful options to help you change the look and feel, layout and content of your Malcolm! Hosted Hub in order to reflect your own brand. Get started by going to the Brand section in MyMalcolm, copying your current theme, then editing things on the copied version. Watch a video guide to customising your look and feel below.

Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories. You can add and manage the tags that are attached to each of your FAQs via the "configure" area. You may also be interested in [invisible tags.](https://support.malcolm.support/faqs/what-are-invisible-tags)

Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories. You can add and manage the tags that are attached to each of your FAQs via the "configure" area. You may also be interested in [invisible tags.](https://support.malcolm.support/faqs/what-are-invisible-tags)

You can change the text label next to the email an FAQ feature on an indiviual FAQ. This can be useful if you are using the FAQ part of Malcolm! to publish articles or other types of content rather than just answers to questions and the "email this answer" language no longer makes sense. To update the text go to the Brand section in MyMalcolm, then Themes, then click the edit icon in the relevant theme then select "FAQs" in the left hand nav.

You can change the text label next to the email an FAQ feature on an indiviual FAQ. This can be useful if you are using the FAQ part of Malcolm! to publish articles or other types of content rather than just answers to questions and the "email this answer" language no longer makes sense. To update the text go to the Brand section in MyMalcolm, then Themes, then click the edit icon in the relevant theme then select "FAQs" in the left hand nav.