Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/services/llm_formatter/article_llm_formatter.rb

@@ -0,0 +1,22 @@
+class LlmFormatter::ArticleLlmFormatter
+  attr_reader :article
+
+  def initialize(article)
+    @article = article
+  end
+
+  def format(*)
+    <<~TEXT
+      Title: #{article.title}
+      ID: #{article.id}
+      Status: #{article.status}
+      Category: #{article.category&.name || 'Uncategorized'}
+      Author: #{article.author&.name || 'Unknown'}
+      Views: #{article.views}
+      Created At: #{article.created_at}
+      Updated At: #{article.updated_at}
+      Content:
+      #{article.content}
+    TEXT
+  end
+end

research/chatwoot/app/services/llm_formatter/contact_llm_formatter.rb

@@ -0,0 +1,35 @@
+class LlmFormatter::ContactLlmFormatter < LlmFormatter::DefaultLlmFormatter
+  def format(*)
+    sections = []
+    sections << "Contact ID: ##{@record.id}"
+    sections << 'Contact Attributes:'
+    sections << build_attributes
+    sections << 'Contact Notes:'
+    sections << if @record.notes.any?
+                  build_notes
+                else
+                  'No notes for this contact'
+                end
+
+    sections.join("\n")
+  end
+
+  private
+
+  def build_notes
+    @record.notes.all.map { |note| " - #{note.content}" }.join("\n")
+  end
+
+  def build_attributes
+    attributes = []
+    attributes << "Name: #{@record.name}"
+    attributes << "Email: #{@record.email}"
+    attributes << "Phone: #{@record.phone_number}"
+    attributes << "Location: #{@record.location}"
+    attributes << "Country Code: #{@record.country_code}"
+    @record.account.custom_attribute_definitions.with_attribute_model('contact_attribute').each do |attribute|
+      attributes << "#{attribute.attribute_display_name}: #{@record.custom_attributes[attribute.attribute_key]}"
+    end
+    attributes.join("\n")
+  end
+end

research/chatwoot/app/services/llm_formatter/conversation_llm_formatter.rb

@@ -0,0 +1,86 @@
+class LlmFormatter::ConversationLlmFormatter < LlmFormatter::DefaultLlmFormatter
+  def format(config = {})
+    sections = []
+    sections << "Conversation ID: ##{@record.display_id}"
+    sections << "Channel: #{@record.inbox.channel.name}"
+    sections << 'Message History:'
+    sections << if @record.messages.any?
+                  build_messages(config)
+                else
+                  'No messages in this conversation'
+                end
+
+    sections << "Contact Details: #{@record.contact.to_llm_text}" if config[:include_contact_details]
+
+    attributes = build_attributes
+    if attributes.present?
+      sections << 'Conversation Attributes:'
+      sections << attributes
+    end
+
+    sections.join("\n")
+  end
+
+  private
+
+  def build_messages(config = {})
+    return "No messages in this conversation\n" if @record.messages.empty?
+
+    messages = @record.messages.where.not(message_type: [:activity, :template])
+
+    if config[:token_limit]
+      build_limited_messages(messages, config)
+    else
+      build_all_messages(messages, config)
+    end
+  end
+
+  def build_all_messages(messages, config)
+    message_text = ''
+    messages.order(created_at: :asc).each do |message|
+      # Skip private messages unless explicitly included in config
+      next if message.private? && !config[:include_private_messages]
+
+      message_text << format_message(message)
+    end
+    message_text
+  end
+
+  def build_limited_messages(messages, config)
+    selected = []
+    character_count = 0
+
+    messages.reorder(created_at: :desc).each do |message|
+      # Skip private messages unless explicitly included in config
+      next if message.private? && !config[:include_private_messages]
+
+      formatted = format_message(message)
+      break if character_count + formatted.length > config[:token_limit]
+
+      selected.prepend(formatted)
+      character_count += formatted.length
+    end
+
+    selected.join
+  end
+
+  def format_message(message)
+    sender = case message.sender_type
+             when 'User'
+               'Support Agent'
+             when 'Contact'
+               'User'
+             else
+               'Bot'
+             end
+    sender = "[Private Note] #{sender}" if message.private?
+    "#{sender}: #{message.content_for_llm}\n"
+  end
+
+  def build_attributes
+    attributes = @record.account.custom_attribute_definitions.with_attribute_model('conversation_attribute').map do |attribute|
+      "#{attribute.attribute_display_name}: #{@record.custom_attributes[attribute.attribute_key]}"
+    end
+    attributes.join("\n")
+  end
+end

research/chatwoot/app/services/llm_formatter/default_llm_formatter.rb

@@ -0,0 +1,9 @@
+class LlmFormatter::DefaultLlmFormatter
+  def initialize(record)
+    @record = record
+  end
+
+  def format(*)
+    # override this
+  end
+end

research/chatwoot/app/services/llm_formatter/llm_text_formatter_service.rb

@@ -0,0 +1,20 @@
+class LlmFormatter::LlmTextFormatterService
+  def initialize(record)
+    @record = record
+  end
+
+  def format(config = {})
+    formatter_class = find_formatter
+    formatter_class.new(@record).format(config)
+  end
+
+  private
+
+  def find_formatter
+    formatter_name = "LlmFormatter::#{@record.class.name}LlmFormatter"
+    formatter_class = formatter_name.safe_constantize
+    raise FormatterNotFoundError, "No formatter found for #{@record.class.name}" unless formatter_class
+
+    formatter_class
+  end
+end