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This is a very common scenario:  Pool CSM team establishes a shared inbox so they can manage inbound requests and responses from customers without serving as a “named” resource on an account.

Problem is, those email exchanges cannot be logged to Timeline because Gainsight Assist doesn’t support shared mailboxes, presumably because Microsoft does not support add-ins for shared mailboxes. 

However, I discovered that apparently Microsoft does now support it, and add-in developers would have to make changes to inherit these changes.

I consider this a high priority request for enhancement that would go a long way in helping CSM teams scale our engagement with customers.