Text e-mail broken into 2 lines

Hello!

                 I created a trigger that sends an email to me when I find a certain word. Below the line of the trigger:

if (instr(upper(:new.ds_prob_reclamado),'MAIL') <> 0) then
     strMensagem := 'Chamado : '||:new.nr_chamado||chr(13)||chr(10)||:new.ds_prob_reclamado;
     envia_email('e-mail' , 'Criacao de conta de e-mail',strMensagem);
end if;

                  I would the value of variable strMensagem be displayed on 2 lines, but everything is displayed in a row only.

                  Example:

                  I would like:

                        Chamado:  9999999

                         XXXXXXXXXXXXX yyyyyyyyyyyyyyyyyyyyyyyyy GGGGGGGGGGGGGGGG

                  But I received this:

                          Chamado: 9999999 XXXXXXXXXXXXXXXX yyyyyyyyyyyyyyyyyyyyyyy GGGGGGGGGGGGGGGGGG

                 How do I do that?

                 Otherwise, I would like the content display special caracters (á, é, ã, etc.). Instead, it appears '?'. What do I do ?