Pooled CSM and logging emails to Timeline

Hello folks!

We’re implementing a Pooled CSM model for a subset of our low-touch customers and we assumed that using a shared inbox in Outlook was the best approach for the Pooled CSM’s but I just learned that Outlook does not support Gainsight Assist for shared inboxes so I’m curious what other’s are doing?

We set it up so that all Pooled customers have the same CSM user Id and the user email is the shared inbox email. Is this the typical approach? Thanks!