Restructure omni services and add Chatwoot research snapshot

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

@@ -0,0 +1,30 @@
+module AvailabilityStatusable
+  extend ActiveSupport::Concern
+
+  def online_presence?
+    obj_id = is_a?(Contact) ? id : user_id
+    ::OnlineStatusTracker.get_presence(account_id, self.class.name, obj_id)
+  end
+
+  def availability_status
+    if is_a? Contact
+      contact_availability_status
+    else
+      user_availability_status
+    end
+  end
+
+  private
+
+  def contact_availability_status
+    online_presence? ? 'online' : 'offline'
+  end
+
+  def user_availability_status
+    # we are not considering presence in this case. Just returns the availability
+    return availability unless auto_offline
+
+    # availability as a fallback in case the status is not present in redis
+    online_presence? ? (::OnlineStatusTracker.get_status(account_id, user_id) || availability) : 'offline'
+  end
+end