Unbabel is compatible with Omni-Channel. In order to use the tool with Omni-Channel routing, follow this simple steps, making sure that all the necessary permissions are given to the agents handling the cases and that the Connector and Service Cloud installation and configuration are completed successfully. Follow the described steps:
1 - Login to your Salesforce environment. Navigate to a console application. In the example below, the Service Console will be the one used, although any console that features Case views is usable.
2 - Receive an email in one of your Email-to-Case addresses.
3 - A new Case will be created and routed through the Omni-Channel.
4 - An Agent can now pick up the case.