IncaMail online help
The key help topics for IncaMail
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Opening and managing an account
Everything you need to know about your IncaMail account
To send and receive IncaMail messages, you can open an IncaMail account free of charge at www.incamail.com. To do so, click on “Create account” and complete the information correctly and in full. During the registration process, an activation code will be sent to your e-mail address. Please enter the activation code to complete the registration. If you have not received the code (please also check your spam folder), click on “Resend”. Only the most recent activation code is valid.
After registering, you will have access to a Basic account with the following functions:
- Sending IncaMail messages
- Receiving and opening encrypted messages
- Managing account settings
- Viewing the Logbook
If you change your e-mail address, you can add your new e-mail address to your existing account. Find out more in the “Managing settings” section.
Choosing a password
The password must comply with the following requirements:
- At least eight characters
- At least three of the following elements: upper- and lower-case letters, numbers or special characters
- Must not contain your own name or e-mail address
Please follow these instructions when setting your password and never divulge it to third parties.
Verifying the postal address
If you have your postal address verified by IncaMail, it will be displayed to your recipient. A verified postal address increases trust. To have your postal address verified, click on “Verify postal address” in the settings and enter your correct postal address. Within a few days, an activation code will be delivered to the postal address you specified. To complete the verification, log in to your IncaMail account, click on “Verify” and enter the activation code you have received.
You can change your postal address in the settings at any time. With every change, a new activation code will be delivered to you by post.
Registration with SuisseID
People with a SuisseID can use this to register directly on IncaMail. When registering, click on “Other logins” and then on “SuisseID login”. Please ensure that your SuisseID is completed and activated. The information in SuisseID will be imported into IncaMail without any changes. An e-mail address must have been entered into SuisseID. If not, registration via SuisseID is not permitted. Separate e-mail and address verification is not required. You can access all IncaMail functions immediately.
Registration with SwissID
People with a SwissID can use this to register directly on IncaMail. When registering, click on “Other logins” and then on “SwissID login”. Then follow the instructions. The information in SwissID will be imported into IncaMail without any changes. When registering with SwissID, e-mail verification is not necessary and you can access all IncaMail functions immediately.
Registration with a Canton of Geneva or Zug login
People with a Canton of Geneva (AeL) or Canton of Zug login can register with this directly on IncaMail. To do so, click on “Other logins” and “Canton of Geneva login” or “Canton of Zug login” and follow the instructions. The information in the Canton of Geneva or Zug login imported into IncaMail without any changes. When registering with the Canton of Geneva or Zug login, e-mail and address verification are not necessary. You can access all IncaMail functions immediately.
Login via swisspost.ch (Swiss Post Customer Login)
People with a Swiss Post Customer Login can register with this directly on IncaMail. When registering, click on “Other logins” and on “Login over swisspost.ch”. Then follow the instructions. The information in your Customer Login will be imported into IncaMail without any changes. When registering with the Swiss Post Customer Login, e-mail verification is not necessary and you can access all IncaMail functions immediately.
To receive a new password, please proceed as follows:
- Click on “Password forgotten?” on the IncaMail homepage.
- Enter the e-mail address registered in IncaMail and confirm by pressing “Send”.
- Depending on the login format you selected, you will either receive an SMS with a code or be prompted to answer your security question.
- You will receive an SMS on your mobile phone. Enter the code you received by SMS in the corresponding field and click on “Send”.
- Answer your security question and click “Send”. Please note that the answer must match your saved answer exactly (including upper- and lower-case letters).
- Set your new password and click on “Send”.
You are now logged in and have successfully set a new password. If you were unable to set a new password, start the process again. If you are unsuccessful again, please contact our Support team.
Once you have opened your account, you have a free Basic account. This enables you to receive IncaMail messages and send 10 confidential or personal messages per month free of charge. By upgrading to a Premium account for CHF 29 or EUR 25 per year, you can send up to 50 messages (all dispatch types) per day. Your virtual mailbox is also activated. To upgrade to a Premium account, click on “Purchase Premium” and follow the instructions. In this section, you can also extend the duration of your Premium account.
You can manage the details about yourself under “Personal information”. You also have the option of verifying your postal address. If you have not yet verified your postal address, you can do this at any time. To do so, click on “Verify postal address”. Changes of addresses can also be entered here. A new activation code will be sent to you by letter, as for the initial verification. If you registered with a different login such as SwissID or Canton of Geneva login (AeL), you can still manage your address. However, the information (last name, first name and company if applicable) from your SuisseID or Canton of Geneva login (AeL) cannot be changed. In this case, no letter containing an activation code will be sent. You can find further information under the topics “Registration” and “Verifying the postal address”.
You can change your password in the settings. The password must comply with the following requirements:
- At least eight characters
- At least three of the following elements must be included: upper- and lower-case letters, numbers and special characters
- Must not contain your own name or e-mail address
Please follow these instructions when setting your password and never divulge it to third parties.
You can also manage your password recovery information. This is required if you forget your password and wish to set a new one. You can choose between the “Security question” and “SMS code” methods. Enter your preference, ensure the spelling is correct and keep your information up to date.
IncaMail is available in German, French, Italian, English and Dutch. You can change the language in the settings at any time. Confidential e-mails are displayed in the language you have selected.
You can choose whether you would like to receive the IncaMail newsletter. The newsletter is published four times a year, providing news and other information relevant to IncaMail.
You can configure different settings for sending IncaMail messages:
- Configure signature: set an automatic signature which is inserted into every e-mail.
- Envelope message: set a customized text which is displayed to the recipient in the e-mail before they open the message. This can include a note on support options or other information. Avoid mentioning any confidential or personal information in this message.
The virtual mailbox provides you with a secure contact form. Share the link to your virtual mailbox with your customers and partners by adding it to a website or automatic e-mail signature. People with access to the link can send you confidential e-mails without registering or paying.
The virtual mailbox is available to Premium or business customers. The costs are invoiced to business customers as per the customer contract. For Premium customers, use of this service is included in the subscription price. The virtual mailbox can be activated and deactivated. It is deactivated by default.
You can set a personalized image or logo and your own text. The image and logo are displayed above the virtual mailbox. Images are automatically scaled to the maximum size of 250 x 150 pixels (w x h). The lower the resolution, the faster the image is displayed. You can also determine whether the sender must enter a spam protection before sending.
An IncaMail account can be used with several personal e-mail addresses. For every new e-mail address added under “E-mail addresses”, an activation code is sent to the e-mail address during registration. As soon as you have entered the activation code, your new e-mail address is added to your IncaMail account.
You can log in to IncaMail using the same password for all active e-mail addresses.
This function can also be used if you change your e-mail address. Enter the new e-mail address in your IncaMail account and verify it.
E-mail addresses can also be deleted. However, you should note that IncaMail messages sent to deleted e-mail addresses can no longer be opened. We therefore recommend that you do not delete e-mail addresses that have been changed or replaced.
You can delete your IncaMail account yourself. To do so, click on “Delete account”. Please note that you will no longer be able to open or read any IncaMail messages you have received once the account is deleted. Deleting an IncaMail account is irreversible.
Information for senders
Dispatch, dispatch types and confirmation of delivery
Writing IncaMail messages
To write a message via IncaMail, click on “Write”.
File types and recipients’ size limits
You can attach files in all formats. IncaMail permits messages up to a size of 15 MB. However, delivery depends on the maximum size accepted by the recipient. Swiss Post therefore recommends that you query the recipient’s maximum permitted data volume per e-mail. This is particularly advisable for important consignments or consignments subject to a time limit, such as legal documents (mailing option: Registered). It should also be noted that secure transport encryption can double the original size of the message. If an IncaMail message cannot be delivered due to the recipient’s size limit, you will be notified by e-mail.
Choosing the dispatch type
Select your preferred dispatch type by clicking on the relevant button. Find out more about the different ways of sending mail in the “Dispatch types” section below.
You can enter several recipients. Separate them using a “;” (semi-colon), followed by a blank space.
Example: email@example.com; firstname.lastname@example.org
Click on “Send” to send the message. As no messages are saved in IncaMail, there is no outbox.
Free copy to myself
If you would like a copy for your records, activate the option “Copy to me”. The sent e-mail is delivered to your e-mail address free of charge and in confidential format. You can change the default setting for this option under “Messages” in the settings.
Costs for e-mail volumes
With the free Basic account, you can send 10 IncaMail messages (with the Confidential and Personal dispatch types) free of charge per month. With a Premium account costing CHF 29 or EUR 25 per year, you can send up to 50 messages (with all dispatch types) per day.
As the sender, you can choose between the following dispatch types:
The message is sent to the recipients in encrypted format, with the option of having a delivery confirmation sent to your e-mail address. To read the confidential message, the recipients must verify themselves by e-mail using a security code. Recipients with a business customer contract receive the message as a normal e-mail via an encrypted connection and can read it without any other precautions. Verification of the postal address is not necessary to receive a confidential e-mail.
The message is sent to the recipients in encrypted format, with the option of having a delivery confirmation sent to your e-mail address. To read the personal e-mail, recipients must register once and have their e-mail address verified using an activation code. If the recipient is not yet registered with IncaMail, they will be requested to do so as soon as they attempt to open a personal e-mail. Verification of the postal address is not necessary to receive a personal e-mail.
With the “Registered” dispatch type, senders and recipients are sent a digitally signed PDF receipt as proof that the message has been sent and received. Messages must be accepted by the recipient within 7 days, otherwise they will expire. When calculating the collection period and availability, every day counts, including Saturdays, Sundays and public holidays. This dispatch type can be used for communication with Swiss authorities and complies with the relevant legislation.
You can find more information in the “Registered mail” section.
The sender of a confidential or personal message receives delivery confirmation by e-mail as standard. This is issued as soon as the e-mail has been delivered to the recipient’s system. It confirms that the e-mail has been delivered to the recipient’s inbox, but not that the recipient has opened the e-mail. In the settings, you can indicate whether or not you wish to receive the delivery confirmation.
Submission and acceptance receipts
With the “Registered” dispatch type, the sender and recipient are sent various receipts.
You can find more information in the “Registered mail” section.
The logbook allows you to view information on all the messages that have been sent and received. The logbook does not contain any information about the content of each e-mail. The following overview lists the various IncaMail statuses and their meanings:
|Arrived in IncaMail||Yes||Yes||The IncaMail message has been accepted by the platform but has not yet been delivered to the recipient’s system. |
If the status remains unchanged for more than two hours, the sender will automatically be informed by the platform. IncaMail will continue trying to delivery the message for a maximum of 72 hours. If the message has not been delivered after 72 hours, the message will be deleted in IncaMail and the sender will be notified by e-mail. The message is assigned the status “Not deliverable”.
|Processed||No||Yes||IncaMail has processed the message and is waiting for acceptance by the recipient.|
|Delivered||Yes||No||The IncaMail has been accepted by the recipient’s system.|
|Opened||Yes||No||The recipient has opened the IncaMail message and read it via the web interface. (Status not possible for recipients with a “Service integration” business customer contract and the “Confidential” dispatch type. In this case, the status remains set to “Delivered”).|
|Not deliverable||Yes||Yes||The IncaMail message could not be delivered for various reasons. The reasons may include: inbox full, target system unavailable, e-mail address unknown. In this case, the sender receives a notification from IncaMail. See also “Arrived in IncaMail”.|
|Accepted||No||Yes||The “Accepted” status means that the recipient has accepted the registered IncaMail message.|
|Delivery refused||No||Yes||The “Delivery refused” status means that the recipient has rejected the registered IncaMail message.|
|Expired||No||Yes||The “Expired” status means that the recipient has neither accepted nor rejected the registered IncaMail message within a period of 7 days. The message can no longer be opened by the recipient.|
|System message||Yes||Yes||After delivery of the message, IncaMail received a delivery status message from the recipient’s mail system. This message is forwarded to the sender by e-mail and the message status is set to “System message”. To determine the message status, please note the content of the forwarded message.|
C = Confidential
P = Personal (systematically delivered as SAFE)
R = Registered
For regulatory or corporate policy reasons, IncaMail messages can be received but not sent in the following countries:
- Ivory Coast
- Democratic Republic of Congo
- Islamic Republic of Iran
- Myanmar (Burma)
- Republic of Iraq
- Sri Lanka
- Trinidad and Tobago
- Democratic People’s Republic of Korea (North Korea)
Information for recipients
Receiving, opening and answering mail
You receive e-mails from IncaMail directly in the inbox of your existing e-mail address. Delete the e-mail only if you are sure that you no longer need it. Swiss Post cannot deliver the message again as no copy is saved. A confidential and encrypted message is sent as an “IncaMail.html” attachment and can be opened by double-clicking on the attachment or by clicking on “Save” then “Open” and entering your personal IncaMail password or the security code. If all attempts to open the message are unsuccessful, you are advised to download the attachment locally then open it by double-clicking and entering the password or security code. To ensure the message is displayed correctly, an Internet connection is required.
You can find detailed instructions on opening IncaMail messages using different devices here:
Confidential IncaMail message
After opening the attachment, recipients without an IncaMail account receive a security code by e-mail which enables them to read the message. Recipients with an IncaMail account can open the message using their personal IncaMail password.
Personal IncaMail message
If you are sent a personal message, you will be asked to log in to IncaMail after opening the attachment. After logging in, the e-mail will be displayed in your browser. If you are not yet registered with IncaMail, you must first register once. As soon as you enter the e-mail activation code, you can read the personal e-mail.
IncaMail registered mail
Every valid e-mail address can receive registered messages.
The procedure when receiving a registered message differs from the procedure for other messages as follows.
The message must be opened within 7 days. Once this period has expired, the message can no longer be opened. If you have opened the message during this period, you can view it again at any time.
When opening the attachment for the first time, you can decide after logging in whether you want to accept or refuse the registered message. To do so, click on the corresponding button. The sender is notified of your decision with a receipt. The decision can be postponed until a later point within the collection period. Once accepted, the attachment can be reopened without prompting you to make this decision.
For registered messages, submission and acceptance receipts in the form of a signed PDF are delivered to both the sender and the recipient.
The IncaMail message is displayed to you as the recipient in your browser. The following options are available for saving the message:
- Forward as a normal e-mail: the message is forwarded as normal and in an unencrypted format. IncaMail cannot guarantee that the information will be protected against access by third parties. The security of the message is your own responsibility.
- Save as an e-mail message (.eml): the message can be saved in the general e-mail client format. Please note that the message is not automatically saved to your e-mail inbox. However, you can open the file with various e-mail clients (e.g. Outlook or Thunderbird).
- Save as a PDF: the message can be saved locally as a PDF.
You can reply to every IncaMail message once free of charge in the web interface. If you wish to select a dispatch type other than “Confidential” for your reply or add extra recipients, the reply is subject to a fee.
Notifications of IncaMail messages are always provided with a signature for security reasons. Please always check the validity of the signature and the sender. The sender of the e-mail should always be as follows:
Unfortunately, some e-mail clients and web mailers show the signature to be invalid or unknown, despite the fact that the certificate is valid. In these cases, a manual inspection of the relevant certificate is recommended.
You can find out how to check the signature in the different e-mail clients in the following document entitled “Checking the signature”.
The trust level of each sender and recipient is indicated in IncaMail with up to three stars. The stars illustrate to what extent the user’s identity has been checked.
|Stars||Trust level||Possible identity checks|
|(none)||Unknown||None or status hidden|
|*||Good||Registration, verified data acquisition or similar|
|**||Very good||Postal address verification, contract or similar|
|***||Excellent||Personal identification, passport/ID, SuisseID or similar|
You have the option of hiding your own trust level in the settings. Users with a hidden trust level receive no information concerning the trust level of their communication partner.
Electronic communication with public authorities via IncaMail
Sending registered mail by e-mail
The ordinance adopted by the Swiss Confederation concerning the electronic transfer of documents within the context of civil and criminal proceedings and debt collection and bankruptcy proceedings and the ordinance for the electronic transfer of documents within the context of administrative proceedings (hereinafter: eGov ordinances) oblige courts and authorities to accept submitted documents and to use a secure delivery platform. Similarly, lawyers and parties to the proceedings can indicate that they wish to receive decisions electronically. At the end of 2010, IncaMail was recognized by the Swiss Confederation as a secure delivery platform. The “Registered” dispatch type is designed to ensure that IncaMail complies with the eGov ordinances. All registered IncaMail users with a Premium account or a business customer contract can send registered documents. You can find further information on this in the Registered mail section.
Accounts activated to receive registered mails and Swiss eGov communication must be recorded by IncaMail in the Swiss Confederation’s cross-platform subscriber directory. Other IncaMail users and users of other recognized delivery platforms can search for recipients in this directory.
Registered IncaMail messages are exchanged in an interoperable manner with other platforms recognized by the Swiss federal tax office. If the recipient of a registered message is registered on another platform, the message is transferred to the other platform for delivery. As the sender, you receive the usual digitally signed submission and acceptance receipts from IncaMail.
An unencrypted message can be available on the delivery platform in unencrypted format and can therefore be viewed by service providers or commissioned third parties, even if this prohibited. Users who cannot take the risk of a document being seen must not use the delivery platform or must use additional encryption for the message (e.g. the recipient’s public signature key).
From criteria catalogue V2, section 6.5. Paragraph 2 (German version)
Electronic registered mail with IncaMail
Digitally signed acceptance receipt for even more security
With the “Registered” dispatch type, confidential information can be sent via IncaMail in a traceable and encrypted manner. In principle, everyone can receive registered messages via IncaMail and can open the messages they contain within 7 days. The sender and recipient receive signed receipts in PDF format which serve as proof of the transaction. The “Registered” dispatch type can be used in Switzerland to send messages as per the FDJP ordinance concerning the recognition of platforms for the secure delivery of documents relating to legal proceedings (SR272.11).
More specifically, this means that the “Registered” dispatch type can be used for the electronic transmission of documents relating to civil and criminal proceedings, debt collection and bankruptcy proceedings and administrative proceedings.
|1||The IncaMail user sends a registered message via the IncaMail web interface, a business software package or an e-mail client (e.g. Outlook). When sending via the web interface, they can select the recipient from the registered mail directory.|
|2||As soon as the message has arrived in IncaMail, the sender and recipient receive a submission or acceptance receipt in a normal e-mail.|
|3||IncaMail checks whether the recipient has blocked receipt of registered messages. If not, the message is delivered to the recipient. Otherwise, delivery is cancelled and the sender is notified accordingly.|
|4|| The recipient receives the message in encrypted format and can perform the following tasks within a period of 7 days: |
- Accept message: they open the message, confirm acceptance (click on “Accept”) and can thus read the message.
- Refuse acceptance: they actively reject acceptance of the message (click on “Refuse acceptance”) and can thus not read the message.
- Allow to expire: they allow the 7-day period to expire and thus can no longer open the message.
|5||As soon as the recipient has carried out an action as per step 4 or the period for opening the message has expired, the sender and receiver are sent another receipt with the corresponding message status.|
- Messages as per Swiss communication with authorities intended for registered recipients on other recognized delivery platforms are sent to the corresponding platform for delivery (in step 3).
- Thanks to the “Auto-Accept” option, business customers can automatically accept IncaMail messages.
- If an IncaMail message cannot be delivered (e.g. because it has been rejected by the recipient’s system), the sender and recipient will be notified by means of a normal e-mail and the status of the message will be changed.
To send registered IncaMail messages, senders must satisfy the following minimum requirements:
- Registered IncaMail account with e-mail verification
- Premium account or business customer contract
Registered IncaMail messages can be sent via all existing product variants and to one or more recipients. Every valid e-mail address can be selected as the recipient of a registered IncaMail message.
IncaMail account holders have the option of blocking registered IncaMail messages in the settings. Registered messages can be received via all existing product variants. Once accepted, messages can still be opened by the recipient after the deadline has expired.
Every customer can decide whether or not they want to be registered and visible in the directory for IncaMail registered messages. “Visible” means that other IncaMail customers can look for them in the directory. To participate in communication with Swiss authorities, users must be recorded in the eGov directory Switzerland.
|IncaMail registered message directory||The directory is operated by IncaMail and can only be consulted by IncaMail users. All e-mail addresses can be used as a recipient for IncaMail registered messages. IncaMail customers also have the option of registering for the IncaMail registered message directory so that other users can search for them.|
|eGov directory Switzerland||The directory is operated by the Federal Office of Justice in Switzerland. It contains the e-mail addresses of all people registered for communication with the Swiss authorities in accordance with the Ordinance of 18 June 2010 on Electronic Service in Civil and Criminal Proceedings and Debt Enforcement and Bankruptcy Procedures. For further information, see the eGov participant directory.|
The receipts allow senders and recipients to confirm transactions. The receipts are delivered to the sender and recipient by normal e-mail as a PDF file signed by Swiss Post. The receipts contain all key elements of the transaction. They are not saved in IncaMail; storage is the responsibility of the sender and recipient.
The following receipts are created and sent:
|Delivery receipt||The message has reached IncaMail.|
|Acceptance receipt||The recipient has accepted the message.|
|Expiry receipt||The acceptance deadline has expired without any action by the recipient.|
|Refusal receipt||The recipient has refused delivery.|
In the event of an interoperable transfer via another recognized delivery platform as per communication with Swiss authorities, the receipt may also be sent by the other delivery platform.
The legal effects of IncaMail messages sent and received using the “Registered” dispatch type shall be governed in individual cases by the applicable statutory provisions and judicial and institutional practice of the national jurisdiction responsible for adjudication, as well as any existing private agreements. It is the exclusive responsibility of the customer to undertake due diligence concerning the legal effect and admissibility of electronically transmitted messages in individual cases.
The following facts must apply to IncaMail registered messages to ensure legal evaluation:
- The PDF receipts contain all relevant data and are signed electronically by Swiss Post.
- As an independent third party, Swiss Post can, on request, demonstrate transaction data at any time by means of log files (but not the associated content).
- Transmissions within the framework of the Ordinance of 18 June 2010 on Electronic Service in Civil and Criminal Proceedings and Debt Enforcement and Bankruptcy Procedures comply with this ordinance.
Add-ins for Office 365/OWA and Outlook
Sending IncaMail messages from an e-mail client
IncaMail messages can be sent and received directly via Outlook and Outlook Web Access (OWA/Office 365). The precondition for this is a business customer contract with Mail Gateway Integration (MGI).
- For all versions of Outlook from 2007, the COM add-in is available on the download page.
- For Outlook 2013, Outlook 2016 and Outlook Web Access (OWA) with Office 365, we recommend the new add-in for Outlook/OWA.
Installation in Office 365/OWA
- Open Office 365 or Outlook in your browser
- Open “Settings / Manage add-ins”.
- A new add-in is inserted using the “+” symbol. In the sub-menu, select “Add via a URL”.
- Enter the following URL for the add-in and confirm by clicking on “Next” and “Install”: https://owarepo.incamail.com/dist/im/manifest-incamail.xml
Installation in Outlook 2013/2016
- Open Outlook and click on the “Office Add-ins” symbol.
- Open the link “Manage Add-ins”. The browser is opened. Log in using your Office 365 account and install the add-in as described above for “Office 365 / OWA”.
When writing a new e-mail, you can launch the add-in for IncaMail either below (in OWA) or beside (in Outlook 2013/2016) the “Add-ins” symbol. A menu is opened on the right-hand side:
- A: Select the dispatch type
You can send an IncaMail message using one of three dispatch types: “Confidential”, “Personal” or “Registered”.
- B: Mark the recipient addresses (OWA only)
The recipients’ e-mail addresses are marked with a padlock symbol to indicate that the message was sent to you securely.
Note: IncaMail recipient addresses contain “.incamail.ch” as an extension to the e-mail address. They may also be displayed in this format in the list of suggested e-mail addresses. If this address (instead of the address without the extension) is selected for an e-mail, the recipient automatically receives an IncaMail message, even if the add-in for IncaMail is not open.
- C: Prefix in the subject line
The dispatch type is marked in the subject line of the message with a prefix:
<c>: Confidential IncaMail message
<p>: Personal IncaMail message
<r>: Registered IncaMail message
This prefix should not be removed. If it is removed, however, the message will be sent as “confidential”.
- D: Other functions
When the additional IncaMail functions “Logbook”, “Settings” and “Help” are selected, a browser window is opened. Registration in the IncaMail web interface is required for the “Logbook” and “Settings” functions.
Record of all messages sent and received via IncaMail, including time, subject and sender/recipient.
Note: the contents of the messages cannot be read in the logbook, only in your e-mail client.
Personal settings for IncaMail, such as:
- Personal sender postal address: visible as sender in SAFE* messages.
- Personal logo: displayed in SAFE* messages.
- Activation / deactivation of the delivery confirmations after sending an IncaMail message.
- Activation of the receipt of registered IncaMail messages.
*SAFE messages are IncaMail messages for recipients who have not integrated IncaMail into their e-mail client. It is also the standard format for personal and registered messages. These messages are encrypted and are opened using the “incamail.html” attachment.