Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/services/twilio/send_on_twilio_service.rb

@@ -0,0 +1,100 @@
+class Twilio::SendOnTwilioService < Base::SendOnChannelService
+  def send_csat_template_message(phone_number:, content_sid:, content_variables: {})
+    send_params = {
+      to: phone_number,
+      content_sid: content_sid
+    }
+
+    send_params[:content_variables] = content_variables.to_json if content_variables.present?
+    send_params[:status_callback] = channel.send(:twilio_delivery_status_index_url) if channel.respond_to?(:twilio_delivery_status_index_url, true)
+
+    # Add messaging service or from number
+    send_params = send_params.merge(channel.send(:send_message_from))
+
+    twilio_message = channel.send(:client).messages.create(**send_params)
+
+    { success: true, message_id: twilio_message.sid }
+  rescue Twilio::REST::TwilioError, Twilio::REST::RestError => e
+    Rails.logger.error "Failed to send Twilio template message: #{e.message}"
+    { success: false, error: e.message }
+  end
+
+  private
+
+  def channel_class
+    Channel::TwilioSms
+  end
+
+  def perform_reply
+    begin
+      twilio_message = if template_params.present?
+                         send_template_message
+                       else
+                         channel.send_message(**message_params)
+                       end
+    rescue Twilio::REST::TwilioError, Twilio::REST::RestError => e
+      Messages::StatusUpdateService.new(message, 'failed', e.message).perform
+    end
+    message.update!(source_id: twilio_message.sid) if twilio_message
+  end
+
+  def send_template_message
+    content_sid, content_variables = process_template_params
+
+    if content_sid.blank?
+      message.update!(status: :failed, external_error: 'Template not found')
+      return nil
+    end
+
+    send_params = {
+      to: contact_inbox.source_id,
+      content_sid: content_sid
+    }
+
+    send_params[:content_variables] = content_variables.to_json if content_variables.present?
+    send_params[:status_callback] = channel.send(:twilio_delivery_status_index_url) if channel.respond_to?(:twilio_delivery_status_index_url, true)
+
+    # Add messaging service or from number
+    send_params = send_params.merge(channel.send(:send_message_from))
+
+    channel.send(:client).messages.create(**send_params)
+  end
+
+  def template_params
+    message.additional_attributes && message.additional_attributes['template_params']
+  end
+
+  def process_template_params
+    return [nil, nil] if template_params.blank?
+
+    Twilio::TemplateProcessorService.new(
+      channel: channel,
+      template_params: template_params,
+      message: message
+    ).call
+  end
+
+  def message_params
+    {
+      body: message.outgoing_content,
+      to: contact_inbox.source_id,
+      media_url: attachments
+    }
+  end
+
+  def attachments
+    message.attachments.map(&:download_url)
+  end
+
+  def inbox
+    @inbox ||= message.inbox
+  end
+
+  def channel
+    @channel ||= inbox.channel
+  end
+
+  def outgoing_message?
+    message.outgoing? || message.template?
+  end
+end