J
James Hurst
The current DND terminology creates unnecessary mental gymnastics. When you Enable Do Not Disturb, you are turning ON the thing that turns OFF communication. Every toggle is a double negative. It is confusing for users building workflows, reading contact records, and training team members.
The fix: replace DND language with a positive-framed alternative. Instead of describing what you will NOT do, describe what you WILL do.
Example replacements (the specific word matters less than eliminating the double negative):
Contactable:
  • DND Enabled becomes Not Contactable
  • DND Disabled becomes Contactable
  • Enable DND for SMS becomes Set SMS to Not Contactable
Reachable:
  • DND Enabled becomes Unreachable
  • DND Disabled becomes Reachable
Comms Open/Blocked:
  • DND Enabled becomes Comms Blocked
  • DND Disabled becomes Comms Open
Opted In/Out:
  • DND Enabled becomes Opted Out
  • DND Disabled becomes Opted In
This applies to UI labels, workflow actions (DND Contact becomes Set Contact Reachability), workflow triggers (Contact DND becomes Reachability Changed), and API field names. The per-channel and inbound/outbound structure stays the same. Just the language changes so you are always describing what IS happening, not toggling the inverse.