A workflow is the script and settings that drive an AI conversation: the first message, the prompt, voice, LLM and transcriber choices, call settings, follow-ups, schedule and tools. Find them under Agents > Workflows in the left sidebar. Each workflow has a Capability that fixes its channel (Phone Call, SMS Conversation, One Time SMS, Email or Chat) and the form's fields change to match. You need the view_workflow permission to see the list.