Restructure omni services and add Chatwoot research snapshot

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

@@ -0,0 +1,22 @@
+module ConversationMuteHelpers
+  extend ActiveSupport::Concern
+
+  def mute!
+    return unless contact
+
+    resolved!
+    contact.update(blocked: true)
+    create_muted_message
+  end
+
+  def unmute!
+    return unless contact
+
+    contact.update(blocked: false)
+    create_unmuted_message
+  end
+
+  def muted?
+    contact&.blocked? || false
+  end
+end