Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/helpers/message_format_helper.rb

@@ -0,0 +1,16 @@
+module MessageFormatHelper
+  def transform_user_mention_content(message_content)
+    # attachment message without content, message_content is nil
+    return '' unless message_content.presence
+
+    # Use CommonMarker to convert markdown to plain text for notifications
+    # This handles all markdown formatting (links, bold, italic, etc.) not just mentions
+    # Converts: [@👍 customer support](mention://team/1/%F0%9F%91%8D%20customer%20support)
+    # To: @👍 customer support
+    CommonMarker.render_doc(message_content).to_plaintext.strip
+  end
+
+  def render_message_content(message_content)
+    ChatwootMarkdownRenderer.new(message_content).render_message
+  end
+end