Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/services/telegram/incoming_message_service.rb

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+# Find the various telegram payload samples here: https://core.telegram.org/bots/webhooks#testing-your-bot-with-updates
+# https://core.telegram.org/bots/api#available-types
+
+class Telegram::IncomingMessageService
+  include ::FileTypeHelper
+  include ::Telegram::ParamHelpers
+  pattr_initialize [:inbox!, :params!]
+
+  def perform
+    # chatwoot doesn't support group conversations at the moment
+    transform_business_message!
+    return unless private_message?
+
+    set_contact
+    update_contact_avatar
+    set_conversation
+    # TODO: Since the recent Telegram Business update, we need to explicitly mark messages as read using an additional request.
+    # Otherwise, the client will see their messages as unread.
+    # Chatwoot defines a 'read' status in its enum but does not currently update this status for Telegram conversations.
+    # We have two options:
+    # 1. Send the read request to Telegram here, immediately when the message is created.
+    # 2. Properly update the read status in the Chatwoot UI and trigger the Telegram request when the agent actually reads the message.
+    # See: https://core.telegram.org/bots/api#readbusinessmessage
+    @message = @conversation.messages.build(
+      content: telegram_params_message_content,
+      account_id: @inbox.account_id,
+      inbox_id: @inbox.id,
+      message_type: message_type,
+      sender: message_sender,
+      content_attributes: telegram_params_content_attributes,
+      source_id: telegram_params_message_id.to_s
+    )
+
+    process_message_attachments if message_params?
+    @message.save!
+  end
+
+  private
+
+  def set_contact
+    contact_inbox = ::ContactInboxWithContactBuilder.new(
+      source_id: telegram_params_from_id,
+      inbox: inbox,
+      contact_attributes: contact_attributes
+    ).perform
+
+    # TODO: Should we update contact_attributes when the user changes their first or last name?
+    # In business chats, when our Telegram bot initiates the conversation,
+    # the message does not include a language code.
+    # This is critical for AI assistants and translation plugins.
+
+    @contact_inbox = contact_inbox
+    @contact = contact_inbox.contact
+  end
+
+  def process_message_attachments
+    attach_location
+    attach_files
+    attach_contact
+  end
+
+  def update_contact_avatar
+    return if @contact.avatar.attached?
+
+    avatar_url = inbox.channel.get_telegram_profile_image(telegram_params_from_id)
+    ::Avatar::AvatarFromUrlJob.perform_later(@contact, avatar_url) if avatar_url
+  end
+
+  def conversation_params
+    {
+      account_id: @inbox.account_id,
+      inbox_id: @inbox.id,
+      contact_id: @contact.id,
+      contact_inbox_id: @contact_inbox.id,
+      additional_attributes: conversation_additional_attributes
+    }
+  end
+
+  def set_conversation
+    # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    @conversation = if @inbox.lock_to_single_conversation
+                      @contact_inbox.conversations.last
+                    else
+                      @contact_inbox.conversations
+                                    .where.not(status: :resolved).last
+                    end
+    return if @conversation
+
+    @conversation = ::Conversation.create!(conversation_params)
+  end
+
+  def contact_attributes
+    {
+      name: "#{telegram_params_first_name} #{telegram_params_last_name}",
+      additional_attributes: additional_attributes
+    }
+  end
+
+  def additional_attributes
+    {
+      # TODO: Remove this once we show the social_telegram_user_name in the UI instead of the username
+      username: telegram_params_username,
+      language_code: telegram_params_language_code,
+      social_telegram_user_id: telegram_params_from_id,
+      social_telegram_user_name: telegram_params_username
+    }
+  end
+
+  def conversation_additional_attributes
+    {
+      chat_id: telegram_params_chat_id,
+      business_connection_id: telegram_params_business_connection_id
+    }
+  end
+
+  def message_type
+    business_message_outgoing? ? :outgoing : :incoming
+  end
+
+  def message_sender
+    business_message_outgoing? ? nil : @contact
+  end
+
+  def file_content_type
+    return :image if image_message?
+    return :audio if audio_message?
+    return :video if video_message?
+
+    file_type(params[:message][:document][:mime_type])
+  end
+
+  def image_message?
+    params[:message][:photo].present? || params.dig(:message, :sticker, :thumb).present?
+  end
+
+  def audio_message?
+    params[:message][:voice].present? || params[:message][:audio].present?
+  end
+
+  def video_message?
+    params[:message][:video].present? || params[:message][:video_note].present?
+  end
+
+  def attach_files
+    return unless file
+
+    file_download_path = inbox.channel.get_telegram_file_path(file[:file_id])
+    if file_download_path.blank?
+      Rails.logger.info "Telegram file download path is blank for #{file[:file_id]} : inbox_id: #{inbox.id}"
+      return
+    end
+
+    attachment_file = Down.download(
+      inbox.channel.get_telegram_file_path(file[:file_id])
+    )
+
+    @message.attachments.new(
+      account_id: @message.account_id,
+      file_type: file_content_type,
+      file: {
+        io: attachment_file,
+        filename: attachment_file.original_filename,
+        content_type: attachment_file.content_type
+      }
+    )
+  end
+
+  def attach_location
+    return unless location
+
+    @message.attachments.new(
+      account_id: @message.account_id,
+      file_type: :location,
+      fallback_title: location_fallback_title,
+      coordinates_lat: location['latitude'],
+      coordinates_long: location['longitude']
+    )
+  end
+
+  def attach_contact
+    return unless contact_card
+
+    @message.attachments.new(
+      account_id: @message.account_id,
+      file_type: :contact,
+      fallback_title: contact_card['phone_number'].to_s,
+      meta: {
+        first_name: contact_card['first_name'],
+        last_name: contact_card['last_name']
+      }
+    )
+  end
+
+  def file
+    @file ||= visual_media_params || params[:message][:voice].presence || params[:message][:audio].presence || params[:message][:document].presence
+  end
+
+  def location_fallback_title
+    return '' if venue.blank?
+
+    venue[:title] || ''
+  end
+
+  def venue
+    @venue ||= params.dig(:message, :venue).presence
+  end
+
+  def location
+    @location ||= params.dig(:message, :location).presence
+  end
+
+  def contact_card
+    @contact_card ||= params.dig(:message, :contact).presence
+  end
+
+  def visual_media_params
+    params[:message][:photo].presence&.last ||
+      params.dig(:message, :sticker, :thumb).presence ||
+      params[:message][:video].presence ||
+      params[:message][:video_note].presence
+  end
+
+  def transform_business_message!
+    params[:message] = params[:business_message] if params[:business_message] && !params[:message]
+  end
+end