Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/mailboxes/application_mailbox.rb

@@ -0,0 +1,40 @@
+class ApplicationMailbox < ActionMailbox::Base
+  include MailboxHelper
+
+  # Last part is the regex for the UUID
+  # Eg: email should be something like : reply+6bdc3f4d-0bec-4515-a284-5d916fdde489@domain.com
+  REPLY_EMAIL_UUID_PATTERN = /^reply\+([0-9a-f]{8}\b-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{4}-\b[0-9a-f]{12})$/i
+
+  # Route all emails to verified channels to the unified reply mailbox
+  # The ConversationFinder will determine if it's a reply or new conversation
+  routing(
+    lambda { |inbound_mail|
+      valid_to_address?(inbound_mail) &&
+      (reply_uuid_mail?(inbound_mail) || EmailChannelFinder.new(inbound_mail.mail).perform.present?)
+    } => :reply
+  )
+
+  # catchall
+  routing(all: :default)
+
+  class << self
+    # checks if follows this pattern: reply+<conversation-uuid>@<mailer-domain.com>
+    def reply_uuid_mail?(inbound_mail)
+      inbound_mail.mail.to&.any? do |email|
+        conversation_uuid = email.split('@')[0]
+        conversation_uuid.match?(REPLY_EMAIL_UUID_PATTERN)
+      end
+    end
+
+    # if mail.to returns a string, then it is a malformed `to` header
+    # valid `to` header will be of type Mail::AddressContainer
+    # validate if the to address is of type string
+    def valid_to_address?(inbound_mail)
+      to_address_class = inbound_mail.mail.to&.class
+      return true if to_address_class == Mail::AddressContainer
+
+      Rails.logger.error "Email to address header is malformed `#{inbound_mail.mail.to}`"
+      false
+    end
+  end
+end