Hi Everyone, I am encountering the following error even though my service agent is active "In the route work component named Route to ESA, we can't find the Agentforce Service Agent set to CC Service Agent."

This error usually comes down to a mismatch between the agent name configured in your Omni-Channel flow's "Route to ESA" component and the actual API name of your Agentforce Service Agent. Even if the agent is active and showing as enabled, the routing component is looking for an exact match on the agent name - so "CC Service Agent" needs to match the API name of your bot record precisely. 

To verify, go to Setup and search for "Bots" (or "Einstein Bots" / "Agentforce Agents" depending on your org version). Open your CC Service Agent and check the API Name field - it needs to exactly match what's configured in the Route to ESA flow element. A common gotcha is spaces in the label getting converted to underscores in the API name, or the developer name having a different suffix. 

Also worth checking - make sure the Omni-Channel flow is deployed and the queue or routing configuration associated with the Route to ESA component is pointing to the right service channel. Sometimes the agent is active but the routing configuration itself isn't linked to the correct Omni-Channel service channel for messaging. 

If you recently renamed the agent or cloned it from another org, the developer name may not have updated to reflect the new label - that is often the root cause of this specific error. Try opening the Route to ESA element in your flow, clearing the agent selection, and re-selecting the agent from the picklist to ensure the reference is fresh.