Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/drops/conversation_drop.rb

@@ -0,0 +1,35 @@
+class ConversationDrop < BaseDrop
+  include MessageFormatHelper
+
+  def display_id
+    @obj.try(:display_id)
+  end
+
+  def contact_name
+    @obj.try(:contact).name.try(:capitalize) || 'Customer'
+  end
+
+  def recent_messages
+    @obj.try(:recent_messages).map do |message|
+      {
+        'sender' => message_sender_name(message.sender),
+        'content' => render_message_content(transform_user_mention_content(message.content)),
+        'attachments' => message.attachments.map(&:file_url)
+      }
+    end
+  end
+
+  def custom_attribute
+    custom_attributes = @obj.try(:custom_attributes) || {}
+    custom_attributes.transform_keys(&:to_s)
+  end
+
+  private
+
+  def message_sender_name(sender)
+    return 'Bot' if sender.blank?
+    return contact_name if sender.instance_of?(Contact)
+
+    sender&.available_name || sender&.name
+  end
+end