Helpdesk_Auto-reply.md

@@ -50,9 +50,6 @@ the background.
 as the image is released and we won't be able to rely this mechanism for issues
 in the release itself, which misses most of the point. also, it will not work for old Tails.
 
-
-
-
 Which email gets an auto-reply
 ------------------------------
 
@@ -70,7 +67,7 @@ tails-bugs@ only receives unencrypted admin emails from the lists, emails from c
 Questions:
 
 - Is it OK if all messages sent by tails-bugs members receive the
-  auto-reply message to? (For example, if these messages have a
+  auto-reply message too? (For example, if these messages have a
   special header that could allow you folks to configure your email
   client to automatically [delete] them?)
 
@@ -83,22 +80,20 @@ Questions:
   - WhisperBack users should receive a non-changing version of the Auto-reply in the interface after (or before) sending a report, and also the auto-reply by mail if they add an email address. Because:
    - People sometimes do not read the interface messages, but they read the email.
    - The WhisperBack message can be localized, which the email will not be.
-   - The user may be using an old version of Tails, so the known issues should be consulted online.
+   - The user may be using an old version of Tails, so the known issues should be consulted online because they will be outdated.
 - Is it OK if every message, even if it’s not the beginning of a
 thread, gets an auto-reply email?
-  - No, as we said in the reqs, 'Non-WhisperBack emails: Only the 1st email in a thread triggers the auto-reply. Otherwise it would be very noisy for the user and send mixed signals ("we need more info from you but we might not answer a second time").'
+  - No, as 'Non-WhisperBack emails: Only the 1st email in a thread triggers the auto-reply. Otherwise it would be very noisy for the user and send mixed signals ("we need more info from you but we might not answer a second time").'
 - Can we track opening posts in email headers? Should we rely on the Re: in the subject line? - What about the "In-Reply-To" field:
-  - we can rely on the fact that people writing an email to the help desk write to tails-support-private@ and receive a reply from tails-bugs@, so their second email will be to tails-bugs@ 
-  - We can also use mail headers: 
+  - We can use mail headers: 
     - Send the auto-reply only if the headers "In-Reply-To:" and 'References:' are empty or do not exist, then:
     - Messages forwarded to us from tails-sysadmins@ will not receive an auto-reply because they have a Reference header that is not empty.
     - when HelpDesk answers an email, they will not get an auto-reply because the  "In-Reply-To:" and 'References:' headers are not empty.
-    
-- Auto-reply sent if either of conditions are met:
+    - Auto-reply workflow:
       - "In-Reply-To:" and "References:" are present AND not empty, and receiver NOT IN exception list : NO
       - "In-Reply-To:" and "References:" are NOT present or EMPTY, and receiver NOT IN exception list : YES
       - "In-Reply-To:" and "References:" are NOT present or EMPTY, and receiver IN exception list : NO
-
+  - we can rely on the fact that people writing an email to the help desk write to tails-support-private@ and receive a reply from tails-bugs@, so their second email will be to tails-bugs@ 
 
 Implementation
 --------------