update reaching out first docs

docs/docs/reaching-out-to-user.mdx

@@ -2,68 +2,59 @@
 id: reaching-out-to-user
 sidebar_label: Reaching Out to the User
 title: Reaching Out to the User
+abstract: Sometimes you want your assistant to reach out to the user without the user's prompting. For example, you might want the assistant to send a message when the user opens the chat window, or you might want to prompt the user if they haven't sent a message for a while. This page is a guide to enabling your assistant to reach out to the user proactively.
 ---
 
-Sometimes you want your assistant to reach out to the user without the user's prompting.
-For example, you might want the assistant to send a message when the user opens the chat window,
-or you might want to prompt the user if they haven't sent a message for a while.
-This page is a guide to enabling your assistant to reach out to the user proactively.
-
 
 ## Reaching out first
 
-To have your assistant reach out to the user at the beginning of a conversation,
-configure your [messaging or voice channel](messaging-and-voice-channels.mdx) to send a payload to the bot that
-will trigger the appropriate response. For example, in Sara, the Rasa bot, when a
-user opens the chat window, the chat widget sends the payload `/greet`, so that
-Sara greets the user with a welcome message. How you send the initial payload
-will depend on the channel(s) you are using.
+In most use cases, when the user opens the chat window with your assistant, you will want the
+assistant to send the first message. Doing this can give the user an idea of what the bot
+can or can't do and set them up to have a more successful conversation.
+Some [messaging or voice channels](./messaging-and-voice-channels.mdx) have existing configuration
+options to send a payload to the assistant when the user first starts the conversation,
+but you can also add this option to your [own custom channel](./connectors/your-own-website.mdx).
 
-On the bot's side,
-you might want to reuse an existing intent and response, or have a specific
-intent and response for the start of conversations. If you want a specific welcome
-message that the user won't also see by e.g. greeting the bot, you need
-to add the intent and response(s) to your domain, and add a rule
-for what the bot should do with the initial payload.
+Once you've configured your channel to send a payload, you will need to specify how the
+assistant should react and greet the user. You can either re-use an existing intent's behaviour
+for this, or specify a new intent and rule for this. Below is a guide on how to specify a
+welcome rule.
 
-### Data
+### 1. Updating the configuration
 
-Using the following example training data, your assistant
-will send the `utter_welcome` response when the `chat_opened` intent is predicted:
+Since you are using a rule for this behaviour, you need to add the [RulePolicy](./policies.mdx#rule-policy)
+to your `config.yml`:
 
-```rasa-yaml
-intents:
-- chat_opened
+  ```yaml-rasa
+  policies:
+    # other policies
+    - name: RulePolicy
+  ```
+### 2. Adding a rule
 
-responses:
-  utter_welcome:
-  - text: Hi there! What can I help you with today?
-
-rules:
-  - rule: welcome user
-    steps:
-      - intent: chat_opened
-      - action: utter_welcome
-```
+To have the assistant respond to the intent `greet` with a welcome message
+only at the beginning of a conversation, add the following rule to your
+`rules.yml` file:
 
-Since there's no training data for the intent `chat_opened`, the intent can only
-be triggered explicitly by sending "/chat_opened", which is what your channel
-should send to the bot.
+  ```yaml-rasa
+  rules:
+    - rule: welcome user
+      conversation_start: True  # this rule only applies at the beginning of a conversation
+      steps:
+        - intent: greet
+        - action: utter_welcome
+  ```
 
-### Try it Out
+### 3. Adding a response template
 
-If you don't yet have a channel set up for your assistant, you can use [rasa-webchat](https://github.com/botfront/rasa-webchat),
-a [websocket channel](./connectors/your-own-website.mdx)
-and configure the [`initPayload`](https://github.com/botfront/rasa-webchat#parameters) to send the message `/chat_opened`.
-After retraining your model, start the rasa server:
+Finally, add a template for the `utter_welcome` response to your `domain.yml`:
 
-```shell
-rasa run --enable-api --debug
+```rasa-yaml
+responses:
+  utter_welcome:
+  - text: Hi there! What can I help you with today?
 ```
 
-In the `rasa-webchat` widget, you should now be greeted with the message, "Hi there! What can I help you with today?"
-
-
 ## External Events
 
 Sometimes you want an external device to change the course of an ongoing conversation.