Question 1

How can I review the activities of other Team members on my Instance?

Accepted Answer

You can do this via the Team section of MyMalcolm. Click on a user name and you will see their activity within the instance. You can apply filters to this information via the filter icon.

Question 2

How do I suspend or remove team members from my Instance?

Accepted Answer

You can do this via MyMalcolm. Go to the Team Section and click on the user you wish to suspend or remove. The options to suspend or remove will then appear towards the top right of the screen.

Question 3

How do I invite people to join my Instance team?

Accepted Answer

On Team, Team Plus or Enterprise plans you can invite additional Team members to your instance.

To do this go to the Team Section and click "Invite Team Members" towards the top right. You can then enter an email address and choose a role.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/W1UEXwzB1e/screenshot-my.malcolm.app-2019.08.06-20_27_33.png (Invite someone to your Team on MyMalcolm)

The available roles include:

Editor: create and edit FAQs and Workflows
Publisher: as editor but also the ability to publish and approve FAQs and Workflows
Administrator: as Publisher but also access to Instance Billing, Settings, Brand and Team.
Read only: allows a user to view FAQs, Workflows and associated feedback and submitted data
Custom: create the exact permissions you want a team member to have

You can edit and refine the privileges attached to a pending invite by clicking the invite tab, then the email address of the invited user.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/qqiHVb92Hp/Team%20section%20editing%20permissions.jpg (Team member privilege editing in MyMalcolm)

You can also edit the notifications Malcolm! will send to a team member (or pending team member once they accept their invitation) via the notifications tab.

Question 4

How do I see completions of my Workflow?

Accepted Answer

When one of your customers completes a Workflow that is called a completion. You can review the data collected via MyMalcolm. Go to the Workflow Section and then select the Completions tab. You can also review completions for an individual Workflow by navigating to that Workflow via the Library and then selecting Completions.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RSwK2v0l7v/screenshot-my.malcolm.app-2019.08.06-19_56_29.png (Workflow Completions in MyMalcolm)

You can export all the Completion data by selecting Exports within an individual Workflow.

Don't forget that you can also configure email notifications each time a Workflow is completed and use Integrations and Webhooks to pass collected data into other systems.

Question 5

How do I build a Workflow?

Accepted Answer

You can build a Workflow quickly via the Workflow Builder in MyMalcolm.

To get started, first go to the Workflow section of MyMalcolm and then click "Create a Workflow" towards the top right of the screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RksXtrNmao/screenshot-my.malcolm.app-2019.07.30-18_58_28.png (Workflows: How would you like to start?)

You can then choose whether to build a Workflow from scratch, start with one of our templates or - if you have already created some Workflows previously - clone one of those previously created Workflows.

You can then use our drag and drop builder to create your Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/NqeNJgmaNe/screenshot-my.malcolm.app-2019.07.30-18_54_43.png (Workflow Builder)

Our Workflow builder enables you to:

Drag and drop question elements onto your form
Customise those question elements
Configure Filters, Validators and Rules
Split forms over multiple pages
Customise page titles and progress bars
Customise thank you page

Once you have created the content of your form, you can to the Configure tab and configure various options including setting up email notifications or Integrations.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6t3XACYIqr/screenshot-my.malcolm.app-2019.07.30-19_14_25.png (Configure your Workflow)

By default your Workflow is created as a web form that you access via a URL. But you can also surface that Workflow in a variety of other ways (including float it over page in a widget, via a modal/overlay launched by a button you place on a site, or via embeds or plugins) - take a look at the Share section of MyMalcolm to do this.

Watch a video guide to building a Workflow below.

Question 6

What is a Workflow?

Accepted Answer

A Workflow is a web based form that your customers complete. You can build these forms quickly in MyMalcolm and use them to create a digital version of a business process.

For example

A contact form
A survey
A customer enquiry
A new customer details form

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/tRY2VFJhij/06-workflowtransparent.png (Malcolm! Workflows)

You can build everything from simple single screen journeys through to more complex multi-step journeys with conditional routing (ie offering certain choices based on previous answers).

Malcolm! automatically stores all data - including abandoned forms. You can export this data at any time. You can also pass that collected data through to other systems via Integrations or Webhooks.

Question 7

Is Malcolm! GDPR compliant?

Accepted Answer

What is GDPR?

"GDPR" refers to The General Data Protection Regulation 2016/679. This is a regulation in EU law on data protection and privacy for all individuals within the European Union and the European Economic Area. It also addresses the export of personal data outside the EU and EEA areas.

How does it apply to Malcolm?

Malcolm! collects, stores and processes data about our own customers - people signing up to Malcolm! and creating and managing instances.

When talking about GDPR it is important to understand the concept of the Data Controller and the Data Processor.

The Data Controller determines the purposes for which and the means by which personal data is processed
The Data Processor processes personal data only on behalf of the controller.

Is Malcolm! the Data Controller or the Data Processor?

In the context of information about our own customers, eg people who sign up for Malcolm! accounts and manage Instances we are the Data Controller.

In the context of information about your customers, eg information that is collected on your behalf via Workflows you create in Malcolm! we are the Data Processor only. You - as the Data Controller - have the obligation to ensure you are acting lawfully in accordance with the GDPR legislation.

What does all this mean?

When you sign up to Malcolm! you agree to our Terms of Service and our Privacy Policy which detail how we handle your data. By agreeing you give us your consent.

It is important that when you collect, store, process and potentially transfer (via Integrations or Exports) data from your own customers via a Malcolm! Workflow you have your customers consent to do this. Most companies handle this via provisions in their Privacy Policy and/or Terms and Conditions around data processing which their customers agree to. It is therefore good practice to include a check box in your Workflows that reminds customers of your Privacy Policy and their continuing agreement of it and/or confirms their consent for you to collect and process their information

Further Questions

If you have further questions about GDPR or wish to contact our Data Protection Officer you can contact us here.

You can find out more about GDPR here.

Question 8

What is the Share section in MyMalcolm for / how does it work?

Accepted Answer

The Share section of MyMalcolm gives you tools to embed and share content from Malcolm! into your existing websites, applications and social spaces.

You can bring content from Malcolm! directly into your current website via embeds. Choose the content you want to embed and how you want it displayed and we'll give you some code. Inserting that code into your current website will load in your content from Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/N17DhjfW2Z/Screenshot%202021-12-30%20at%2013.57.57.png ("Choose your embed type in MyMalcolm)

You can embed individual FAQs or Workflows, create custom widgets that can pull in things like search results, category listings, all content by a particular author, recent content, tagged content, most popular content and much more.

If you don't have a website or you want to group all your Malcolm! content together you can use our Hosted Hub.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/77KnCbIxOb/screenshot-my.malcolm.app-2019.11.05-11_21_58.png (About our Hosted Hub)

We also have a plugin for Wordpress.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/3xBONmPNuf/screenshot-my.malcolm.app-2019.11.05-11_06_58.png (The Share section of MyMalcolm)

In addition to the above customers on our Enterprise plans have full access to our API which means they can pull from and push content to Malcolm! in a variety of ways - please speak to your account manager for more details.

Question 9

What are Tags in FAQs?

Accepted Answer

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.

Question 10

What are Categories in FAQs?

Accepted Answer

Categories offer a way of organising your FAQs around similar areas. For example you may wish to group some of FAQs into a "pre sales" category and others into a "post sales" category. Or if you sell many different types of product you might want to create categories for each product and categorise your FAQs in this way.

Customers may choose to browse FAQs by category as well as searching.

An FAQ can exist in more than 1 category and you can also create sub categories within categories.