Restructure omni services and add Chatwoot research snapshot

research/chatwoot/enterprise/app/builders/enterprise/agent_builder.rb

@@ -0,0 +1,13 @@
+module Enterprise::AgentBuilder
+  def perform
+    super.tap do |user|
+      convert_to_saml_provider(user) if user.persisted? && account.saml_enabled?
+    end
+  end
+
+  private
+
+  def convert_to_saml_provider(user)
+    user.update!(provider: 'saml') unless user.provider == 'saml'
+  end
+end

research/chatwoot/enterprise/app/builders/enterprise/contact_inbox_builder.rb

@@ -0,0 +1,21 @@
+module Enterprise::ContactInboxBuilder
+  private
+
+  def generate_source_id
+    return super unless @inbox.channel_type == 'Channel::Voice'
+
+    phone_source_id
+  end
+
+  def phone_source_id
+    return super unless @inbox.channel_type == 'Channel::Voice'
+
+    return SecureRandom.uuid if @contact.phone_number.blank?
+
+    @contact.phone_number
+  end
+
+  def allowed_channels?
+    super || @inbox.channel_type == 'Channel::Voice'
+  end
+end

research/chatwoot/enterprise/app/builders/enterprise/messages/message_builder.rb

@@ -0,0 +1,9 @@
+module Enterprise::Messages::MessageBuilder
+  private
+
+  def message_type
+    return @message_type if @message_type == 'incoming' && @conversation.inbox.channel_type == 'Channel::Voice'
+
+    super
+  end
+end

research/chatwoot/enterprise/app/builders/saml_user_builder.rb

@@ -0,0 +1,109 @@
+class SamlUserBuilder
+  def initialize(auth_hash, account_id)
+    @auth_hash = auth_hash
+    @account_id = account_id
+    @saml_settings = AccountSamlSettings.find_by(account_id: account_id)
+  end
+
+  def perform
+    @user = find_or_create_user
+    add_user_to_account if @user.persisted?
+    @user
+  end
+
+  private
+
+  def find_or_create_user
+    user = User.from_email(auth_attribute('email'))
+
+    if user
+      confirm_user_if_required(user)
+      convert_existing_user_to_saml(user)
+      return user
+    end
+
+    create_user
+  end
+
+  def confirm_user_if_required(user)
+    return if user.confirmed?
+
+    user.skip_confirmation!
+    user.save!
+  end
+
+  def convert_existing_user_to_saml(user)
+    return if user.provider == 'saml'
+
+    user.update!(provider: 'saml')
+  end
+
+  def create_user
+    full_name = [auth_attribute('first_name'), auth_attribute('last_name')].compact.join(' ')
+    fallback_name = auth_attribute('name') || auth_attribute('email').split('@').first
+
+    User.create(
+      email: auth_attribute('email'),
+      name: (full_name.presence || fallback_name),
+      display_name: auth_attribute('first_name'),
+      provider: 'saml',
+      uid: uid,
+      password: SecureRandom.hex(32),
+      confirmed_at: Time.current
+    )
+  end
+
+  def add_user_to_account
+    account = Account.find_by(id: @account_id)
+    return unless account
+
+    # Create account_user if not exists
+    account_user = AccountUser.find_or_create_by(
+      user: @user,
+      account: account
+    )
+
+    # Set default role as agent if not set
+    account_user.update(role: 'agent') if account_user.role.blank?
+
+    # Handle role mappings if configured
+    apply_role_mappings(account_user, account)
+  end
+
+  def apply_role_mappings(account_user, account)
+    matching_mapping = find_matching_role_mapping(account)
+    return unless matching_mapping
+
+    if matching_mapping['role']
+      account_user.update(role: matching_mapping['role'])
+    elsif matching_mapping['custom_role_id']
+      account_user.update(custom_role_id: matching_mapping['custom_role_id'])
+    end
+  end
+
+  def find_matching_role_mapping(_account)
+    return if @saml_settings&.role_mappings.blank?
+
+    saml_groups.each do |group|
+      mapping = @saml_settings.role_mappings[group]
+      return mapping if mapping.present?
+    end
+    nil
+  end
+
+  def auth_attribute(key, fallback = nil)
+    @auth_hash.dig('info', key) || fallback
+  end
+
+  def uid
+    @auth_hash['uid']
+  end
+
+  def saml_groups
+    # Groups can come from different attributes depending on IdP
+    @auth_hash.dig('extra', 'raw_info', 'groups') ||
+      @auth_hash.dig('extra', 'raw_info', 'Group') ||
+      @auth_hash.dig('extra', 'raw_info', 'memberOf') ||
+      []
+  end
+end