With MICE it is possible to communicate with the client and colleagues via the message section. Messages arrive in the MICE account, at the private email address of the contact (if set correctly) and possibly at a set BCC email address.

All communication is collected in MICE messages so no one misses information. In this article we explain the status of messages so, if, when en to whom messages are sent.

View details

You can view message details in MICE. Do this by moving your mouse over the message where after you see 3 dots appearing on the right side of the message. Click the 3 dots and select 'view details'.

For outgoing messages via MICE you can see below the message when and to how many recipients the email is sent. After clicking on 'view details' you can see the recipients including their email address, and the date and time of sending out the message. In case a BCC email address is set, it is also shown.

In regard to incoming messages (replies via email), no recipients are shown.

In some cases it might happen that an email is rejected and not delivered at the contact's email address. In MICE, you receive a notification (see image below). In most cases, this has to do with an incorrect email address, a full inbox, or the email server being down.

In the message section you can also see that the message was not delivered to an email address. An orange danger sign is shown. If you click on this sign you can see more information about the rejection.

Why is a message received in my mail but not in messages in the event dashboard?
When you send a message from MICE, you send it from your MICE email address. These messages are coded so the system knows which event (dashboard) replies to these mails belong to.
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It may happen that someone sends a message directly to your MICE email address. In that case, the system cannot see in which event dashboard the message belongs. This message is then immediately forwarded to the general email address.
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In some cases, the message may be a reply to your message but not end up in the event dashboard. This may be due to the fact that the message has been forwarded, for example, or the encoding text has been removed or has become unusable. In that case, you will always receive the message in the inbox of your general email address.

Why hasn't the recipient received the images or documents in the attachment?
It can happen that an email has been sent but the attachments, such as images or documents, have not been received. This is due to the security of certain email services. Mails with large files attached are regularly (partially) blocked because of the many unwanted emails (spam) in circulation these days. Because of this, we always recommend adding links in the email instead of attachments. That way, the mail usually does arrive (in full).

Why are there days between sending an email and receiving an error message because the email did not arrive at the recipient?

An incorrect recipient's email address has been entered, as a result of which the email has not arrived. In this case, the error is then in the domain name (part after the ‘@’). The mail provider then keeps trying several times to send out the email because the domain may be temporarily down. This can take days. Read more about possible causes.
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Why did the recipient receive my email but without attachments?

This is usually due to highly secure mail servers blocking attachments. Read more about attachments in messages.

I accidentally sent a message. Can I undo this (by deleting the message)?

Once a message has been sent, the action is permanently scheduled. This cannot be undone by deleting the message.