Question 1

Does the free trial have any restrictions?

Accepted Answer

The free trial follows the quotas for the Team plan, but with a lower limit for file uploads.

A trial therefore allows:

Up to 100 FAQs
Up to 10 Workflows
Up to 5 team members
Fle uploads to a total of 100MB.

If you sign up to a plan via the Billing section of MyMalcolm your restrictions will be lifted. If you have a particular requirement for higher FAQ, Workflow, team members or file upload limits during your trial please get in touch with us to discuss.

Question 2

Can you send me a (VAT) invoice?

Accepted Answer

You can download an invoice / receipt for each payment you've made to us in the Billing Section of MyMalcolm. Select "Invoices/receipts" in the left hand vertical navigation and then click the icon on the right of each row to download the invoice/receipt associated with each payment.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QTknAMoZwW/screenshot-my.malcolm.app-2019.08.05-11_06_35.png (MyMalcolm Invoices/receipts summary)

If you have paid VAT as part of the payment we've taken from your card your invoice/receipt will show a breakdown of this.

For more information about Malcolm! and VAT see this question.

Question 3

Can I turn tags off?

Accepted Answer

You can turn the display of all tags or individual tags off/on. This will also affect the tag listing/results screens.

This feature can be useful in a number of ways, for example if you are prepping a new tag to go live and want to attach it to all your relevant FAQs/Articles but don't want it to display just yet you can simply leave it switched off until you are ready.

You can turn Tags off globally in Settings --> FAQs --> General (under the "Listings" heading)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WW0eQrCvC4/screenshot-my.malcolm.app-2023.04.02-15_42_17.png (Turning tags off globally in MyMalcolm)

Individual tags and their associated listings/results can be turned off via FAQs --> Tags then the three-dot menu to the right of the tag in question

Question 4

Why is my embed not showing?

Accepted Answer

If you've set up an embed but can't see it check these things:

Have you implemented the tags correctly? Double check the tag install instructions
Is the embed published? If it’s not published it won’t show
If you are using them check your URL rules - the rule type could be too strict (e.g. URL is exactly xxx rather than URL starts with xxx) - if you are testing on a dev or test URL you can add this within the URL rule section
Check the scheduling - if there’s a schedule to only show the embed on certain days and/or between certain times that may be having an effect
If you are testing on mobile check you've not disallowed the emded showing on mobile

If you are still having problems please open a support ticket and we'll help!

Question 5

Can users save Workflow progress and complete later?

Accepted Answer

It can be very useful to give your users the option to save progress on a Workflow and come back to complete the rest later. It's especially helpful if a you have built a long multi-stage Workflow like an application form.

You turn this feature on in MyMalcolm - go to the Configure screen of each individual Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/r3sEcA2Ugh/screenshot-my.malcolm.app-2019.08.18-16_09_11.png (Turn Resume Workflow on in MyMalcolm)

When turned on users will see an option to "Finish Later" at the bottom of each Workflow screen. When clicked this will bring up an overlay asking them to enter their email address. A unique link will then be emailed that when clicked will take the user back to the same stage of the Workflow they were previously at.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/R3FxUMpkNL/screenshot-support.malcolm.support-2019.08.18-16_41_46.png (Finish Later option on a Workflow)

If you need to retrieve these links (for example someone completing the form didn't receive or has lost the email with the resume link in) you can also get to the link via the Completions area of the Workflow section of MyMalcolm - click the link under "Resume link" to copy the URL your clipboard.

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.

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

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.

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.

Question 7

Can I turn off feedback comments or enable for negative feedback only?

Accepted Answer

Sometimes you may wish to turn off the ability for users to leave feedback, or perhaps only offer the opportunity for feedback when the content has been rated negatively.

You can configure your preference via the Settings area of MyMalcolm. You can have different settings for FAQs and Workflows.

Look for the "Feedback comments" setting which appears under Settings --> FAQs and Settings --> Workflows

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.

Goto Brand --> Embeds --> The edit icon on the Emend Theme --> Scroll to the bottom of that screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/NcUhlNGNYG/Screenshot%202021-03-22%20at%2009.13.29.png (How to turn on the link to web based FAQ feature in MyMalcolm)

Watch the video below for more information!

Question 9

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.

The embeds are then rendered followed by the mapi.onrender event.

To register a listener use the mapi.on function.

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.

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) use mapi.findEmbed function.

Alternatively loop through the mapi.embeds array.

Putting it all together your code snippet could look something like this.

What events are available?

Question 10

How do I change my Plan?

Accepted Answer

You can move between different types of plan in the Billing section of MyMalcolm. Bear in mind that different plans have different quotas so if you are downgrading to a less expensive plan you may need to reduce the number of FAQs you have (for example) if you are moving from a Team to a Micro plan.