Question 1

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

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 2

What are Integrations?

Accepted Answer

Integrations are a way of passing data you collect in a Malcolm! Workflow into other third party software or systems. We currently offer integrations with: * [Dropbox](http://www.dropbox.com) * [Mailchimp](http://www.mailchimp.com) * [Mandrill](http://www.mandrill.com) * [Twilio](http://www.twilio.com) * [Zendesk](http://www.zendesk.com) * and over 1,500 over apps via Zapier.com ([more info here](https://support.malcolm.support/faqs/how-do-i-use-zapier-to-connect-malcolm-to-other-applications-or-services-i-use)) Malcolm! Integrations

**Configuring Integrations** Once you have created your Workflow, go to the Configure section and select Integrations. There you can link your third party accounts at our integration partners to your Malcolm! Instance by providing your credentials. Once your accounts are linked you can configure integrations with that partner and choose the data from your Workflow that is passed across. You can configure whether data is passed on every Workflow completion or only when certain conditions are met. It is possible to have multiple integrations so, for example, you could create a form which collected details from a new customer including a copy of their ID. You could then subscribe that new customer to a Mailchimp mailing list and store their uploaded ID documents in your Dropbox account by creating two integrations. Integrations in MyMalcolm

**Customer Consent** A reminder that it is good practice - and in certain territories a legal requirement - to ensure that your customers actively consent to their data being passed to third party companies who, like Malcolm!, act as data processors on your behalf. You act as the data controller. Most companies handle this consent via provisions in their Privacy Policy which their customers agree to. It is good practice therefore to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it. **Integration Failures** Sometimes integrations may fail. This could be for a variety of reasons, for example the integration partner's API's may be down and/or there may be a problem with your account at the third party provider (for example your Dropbox account may be over quota). Firstly don't worry re losing customer data - Malcolm! will always store any user submitted data so if there is a problem with an integration you won't lose any data. When a problem occurs we'll create a notification to let you know and periodically retry the integration. You can review the Integration logs and retry a failed integration event manually via MyMalcolm (navigate to the Workflow via Library then select Integration logs) **More Integrations coming soon!** We will be adding more and more integrations to Malcolm! in the coming months. If there is a particular integration you'd like us to add [please let us know! ](https://support.malcolm.support/workflows/feedback)

Question 3

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 4

What are tags for in the Media Section?

Accepted Answer

Tags are a way (along with folders) of helping your organise and label your media.

They can be useful when your media library becomes large.  For example, if you use rights managed images in your FAQs you could use tags to help you remember the expiry dates of those rights.

Question 5

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 6

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 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

Can I change the "email this answer" description in FAQs?

Accepted Answer

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.

Question 9

Can I stop or suppress certain FAQs and/or Workflows from contributing to dynamic listings?

Accepted Answer

Malcolm! auto generates certain listings of FAQs such as most helpful, most popular, recently added and trending.  If an FAQ is hidden ([see here for more info](https://support.malcolm.support/faqs/how-do-i-hide-an-faq) it won't be included in these listings but sometimes you may wish to exclude a regular non hidden FAQ from these listings.

You can do this via in MyMalcolm via the individual FAQ's visibility settings (FAQs / Library / Configure / Visibility):

Question 10

What does Malcolm! cost?

Accepted Answer

We offer four types of plan and pricing - [they can be viewed here. ](https://malcolm.support/pricing)

We bill on a per instance basis - [you can read more about instances here. ](https://support.malcolm.support/faqs/what-is-an-instance)

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