Restructure omni services and add Chatwoot research snapshot

research/chatwoot/enterprise/app/services/voice/provider/twilio/adapter.rb

@@ -0,0 +1,52 @@
+class Voice::Provider::Twilio::Adapter
+  def initialize(channel)
+    @channel = channel
+  end
+
+  def initiate_call(to:, conference_sid: nil, agent_id: nil)
+    call = twilio_client.calls.create(**call_params(to))
+
+    {
+      provider: 'twilio',
+      call_sid: call.sid,
+      status: call.status,
+      call_direction: 'outbound',
+      requires_agent_join: true,
+      agent_id: agent_id,
+      conference_sid: conference_sid
+    }
+  end
+
+  private
+
+  def call_params(to)
+    phone_digits = @channel.phone_number.delete_prefix('+')
+
+    {
+      from: @channel.phone_number,
+      to: to,
+      url: twilio_call_twiml_url(phone_digits),
+      status_callback: twilio_call_status_url(phone_digits),
+      status_callback_event: %w[
+        initiated ringing answered completed failed busy no-answer canceled
+      ],
+      status_callback_method: 'POST'
+    }
+  end
+
+  def twilio_call_twiml_url(phone_digits)
+    Rails.application.routes.url_helpers.twilio_voice_call_url(phone: phone_digits)
+  end
+
+  def twilio_call_status_url(phone_digits)
+    Rails.application.routes.url_helpers.twilio_voice_status_url(phone: phone_digits)
+  end
+
+  def twilio_client
+    Twilio::REST::Client.new(config['account_sid'], config['auth_token'])
+  end
+
+  def config
+    @config ||= @channel.provider_config_hash
+  end
+end

research/chatwoot/enterprise/app/services/voice/provider/twilio/conference_service.rb

@@ -0,0 +1,46 @@
+class Voice::Provider::Twilio::ConferenceService
+  pattr_initialize [:conversation!, { twilio_client: nil }]
+
+  def ensure_conference_sid
+    existing = conversation.additional_attributes&.dig('conference_sid')
+    return existing if existing.present?
+
+    sid = Voice::Conference::Name.for(conversation)
+    merge_attributes('conference_sid' => sid)
+    sid
+  end
+
+  def mark_agent_joined(user:)
+    merge_attributes(
+      'agent_joined' => true,
+      'joined_at' => Time.current.to_i,
+      'joined_by' => { id: user.id, name: user.name }
+    )
+  end
+
+  def end_conference
+    twilio_client
+      .conferences
+      .list(friendly_name: Voice::Conference::Name.for(conversation), status: 'in-progress')
+      .each { |conf| twilio_client.conferences(conf.sid).update(status: 'completed') }
+  end
+
+  private
+
+  def merge_attributes(attrs)
+    current = conversation.additional_attributes || {}
+    conversation.update!(additional_attributes: current.merge(attrs))
+  end
+
+  def twilio_client
+    @twilio_client ||= ::Twilio::REST::Client.new(account_sid, auth_token)
+  end
+
+  def account_sid
+    @account_sid ||= conversation.inbox.channel.provider_config_hash['account_sid']
+  end
+
+  def auth_token
+    @auth_token ||= conversation.inbox.channel.provider_config_hash['auth_token']
+  end
+end

research/chatwoot/enterprise/app/services/voice/provider/twilio/token_service.rb

@@ -0,0 +1,62 @@
+class Voice::Provider::Twilio::TokenService
+  pattr_initialize [:inbox!, :user!, :account!]
+
+  def generate
+    {
+      token: access_token.to_jwt,
+      identity: identity,
+      voice_enabled: true,
+      account_sid: config['account_sid'],
+      agent_id: user.id,
+      account_id: account.id,
+      inbox_id: inbox.id,
+      phone_number: inbox.channel.phone_number,
+      twiml_endpoint: twiml_url,
+      has_twiml_app: config['twiml_app_sid'].present?
+    }
+  end
+
+  private
+
+  def config
+    @config ||= inbox.channel.provider_config_hash || {}
+  end
+
+  def identity
+    @identity ||= "agent-#{user.id}-account-#{account.id}"
+  end
+
+  def access_token
+    Twilio::JWT::AccessToken.new(
+      config['account_sid'],
+      config['api_key_sid'],
+      config['api_key_secret'],
+      identity: identity,
+      ttl: 1.hour.to_i
+    ).tap { |token| token.add_grant(voice_grant) }
+  end
+
+  def voice_grant
+    Twilio::JWT::AccessToken::VoiceGrant.new.tap do |grant|
+      grant.incoming_allow = true
+      grant.outgoing_application_sid = config['twiml_app_sid']
+      grant.outgoing_application_params = outgoing_params
+    end
+  end
+
+  def outgoing_params
+    {
+      account_id: account.id,
+      agent_id: user.id,
+      identity: identity,
+      client_name: identity,
+      accountSid: config['account_sid'],
+      is_agent: 'true'
+    }
+  end
+
+  def twiml_url
+    digits = inbox.channel.phone_number.delete_prefix('+')
+    Rails.application.routes.url_helpers.twilio_voice_call_url(phone: digits)
+  end
+end