Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/models/concerns/auto_assignment_handler.rb

@@ -0,0 +1,40 @@
+module AutoAssignmentHandler
+  extend ActiveSupport::Concern
+  include Events::Types
+
+  included do
+    after_save :run_auto_assignment
+  end
+
+  private
+
+  def run_auto_assignment
+    # Round robin kicks in on conversation create & update
+    # run it only when conversation status changes to open
+    return unless conversation_status_changed_to_open?
+    return unless should_run_auto_assignment?
+
+    if inbox.auto_assignment_v2_enabled?
+      # Use new assignment system
+      AutoAssignment::AssignmentJob.perform_later(inbox_id: inbox.id)
+    else
+      # Use legacy assignment system
+      # If conversation has a team, only consider team members for assignment
+      allowed_agent_ids = team_id.present? ? team_member_ids_with_capacity : inbox.member_ids_with_assignment_capacity
+      AutoAssignment::AgentAssignmentService.new(conversation: self, allowed_agent_ids: allowed_agent_ids).perform
+    end
+  end
+
+  def team_member_ids_with_capacity
+    return [] if team.blank? || team.allow_auto_assign.blank?
+
+    inbox.member_ids_with_assignment_capacity & team.members.ids
+  end
+
+  def should_run_auto_assignment?
+    return false unless inbox.enable_auto_assignment?
+
+    # run only if assignee is blank or doesn't have access to inbox
+    assignee.blank? || inbox.members.exclude?(assignee)
+  end
+end