Question 1

What is Malcolm?

Accepted Answer

Malcolm! is a super flexible set of tools that quickly helps you with your user interactions. Welcome to Malcolm!

**Tell me more!** If you are a business that has customers or other stakeholders (eg suppliers) you will almost certainly have to support and service these people. This often involves answering their questions and/or taking them through routine tasks or procedures. *For example* * Customers may have questions about a product or service you sell * To process an order/booking/request or set up/modify your customer records you might need to collect certain information from a customer. You could deal with these customer interactions face to face, over the phone or by email. But the more customers you have the more time that takes up - and it can be never ending as more and more questions keep coming in every day. With Malcolm! you can quickly digitise your Frequently Asked Questions and turn repetitive tasks or procedures into Workflows. Then direct customers to your website 24/7/365 where they can self serve. Change your business or organisation for the better with Malcolm!

Change your business or organisation for the better with Malcolm!

**Neat right?** There are also lots of cool features like customers being able to give feedback on answers, analytics so you know the most popular questions your customers are asking plus integrations with other software like Dropbox or Mailchimp (and over 1,500 other apps via Zapier) so you can automatically send the information you collect via Malcolm! into other systems. And that is just for starters - there are lots and lots of further powerful features. Did we mention you can also easily style and brand everything to match your business branding? And use your own domain name? Malcolm! At your service

**Find out more** Explore this [Support Section](https://support.malcolm.support) which is itself running on Malcolm! to find out all the things you can do and how to do them. [Or browse our main website](https://malcolm.app) for an overview of all the features and pricing. [Sign up for your free trial here.](https://malcolm.app/register) And if you’ve any questions which aren’t answered in our Support section [reach out to us anytime](https://malcolm.app/contact) and we will be glad to help!

Question 2

Can I send the person who completes a Workflow an email?

Accepted Answer

If you want to send an end user who completes a Workflow an email you can do this via an integration.

We currently offer a direct Mandrill integration and there are lots of options [via Zapier](https://zapier.com/apps/categories/transactional-email).

The reason for this approach is that you are likely to want to send a branded email to your Workflow form filler and you are likely to want to send it from your own email address. Because of this it's better to pass the data through from Malcolm! to an account you have with a transactional email service where you have set up SPF and DKIM etc to ensure deliverability. They also offer a whole load of functionality it doesn't make sense for us to replicate our side.

Question 3

How do I turn off my hosted hub?

Accepted Answer

Every instance of Malcolm! comes complete with a hosted hub. But you might not want to use it and may prefer to turn it off. No problem! To turn off your hosted hub go the settings section of MyMalcolm, then select "visibility" in the vertical left hand navigation. You can then select "Disable the instance Hosted Hub"

Disable the instance Hosted Hub in MyMalcolm

Once disabled, any traffic hitting your Hosted Hub URL will see a 403 error. If you'd prefer to redirect that traffic somewhere else you can do this by selecting "Advanced" in the vertical left hand navigation then entering your redirect URL. Redirect traffic to your Hosted Hub URL

Question 4

How do I make my Workflow into a pop up overlay?

Accepted Answer

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 Embed in the Library of Malcolm! Workflow Section

Quick Embed in the Library of Malcolm! Workflow Section

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 "Overlay" and work through the screens - the Workflow you came from will be preselected as the content you want to surface in your Overlay. You will be offered various styling and display options and at the end of the process you will be supplied with the code that you should add to your webpage HTML and the inline code used to launch the overlay.

Question 5

Can I password protect my Hosted Hub?

Accepted Answer

Yes, you can password protect your Hosted Hub.  You can also password protect individual FAQ's or Workflows.

[Read more about password protection of content on Malcolm! here.](https://support.malcolm.support/faqs/how-does-password-protection-of-content-faqs-or-workflows-work)

Question 6

How do I cancel Malcolm?

Accepted Answer

You can delete your instance or change the plan it is on anytime via MyMalcolm.

To delete an instance visit the Settings section of MyMalcolm.  You can also move between different types of plan in the Billing section of MyMalcolm.  Remember that different plans have different quotas so you might need to reduce the number of FAQs you have (for example) if you are moving from a Team to a Micro plan.

You can cancel an Instance anytime although bear in mind that Micro and Team plans are billed monthly in advance and you won't get a refund for any unused portion of the month you have paid for when you cancel.

If you are on an Enterprise plan talk to your Account Manager for any changes or cancellation requests.

Question 7

Can you create logos and branding for my Hosted Hub?

Accepted Answer

Yes, we do offer this service via "Malcolm Agency Services".

[See here for further details and to get a quote.](https://malcolm.app/services)

Question 8

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.

Question 9

How can I change my Hosted Hub URL?

Accepted Answer

You can change the URL of your Hosted Hub via the Settings Section of MyMalcolm.  Go to Custom Domains and you choose a new URL on malcolm.support or malcolm.app here.  The URL must be available ie not being used by another customer.

You can also configure your own external domain or sub domain in this area as well.

Question 10

Can I change where the logo on my hosted hub and hosted pages links to?

Accepted Answer

If you add a logo to your theme it will by default link to your hosted hub home page. Sometimes you might prefer to have your logo link back to your main website, or another destination.

You can change where the logo links to and whether that link opens in a new window or not in the header section of your theme.

![screenshot-my.malcolm.app-2020.10.23-18_14_32.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Mb94tQf4Sl/screenshot-my.malcolm.app-2020.10.23-18_14_32.png)

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