Restructure omni services and add Chatwoot research snapshot

research/chatwoot/enterprise/lib/captain/tools/faq_lookup_tool.rb

@@ -0,0 +1,48 @@
+class Captain::Tools::FaqLookupTool < Captain::Tools::BasePublicTool
+  description 'Search FAQ responses using semantic similarity to find relevant answers'
+  param :query, type: 'string', desc: 'The question or topic to search for in the FAQ database'
+
+  def perform(_tool_context, query:)
+    log_tool_usage('searching', { query: query })
+
+    # Use existing vector search on approved responses
+    responses = @assistant.responses.approved.search(query).to_a
+
+    if responses.empty?
+      log_tool_usage('no_results', { query: query })
+      "No relevant FAQs found for: #{query}"
+    else
+      log_tool_usage('found_results', { query: query, count: responses.size })
+      format_responses(responses)
+    end
+  end
+
+  private
+
+  def format_responses(responses)
+    responses.map { |response| format_response(response) }.join
+  end
+
+  def format_response(response)
+    formatted_response = "
+        Question: #{response.question}
+        Answer: #{response.answer}
+        "
+    if should_show_source?(response)
+      formatted_response += "
+          Source: #{response.documentable.external_link}
+          "
+    end
+
+    formatted_response
+  end
+
+  def should_show_source?(response)
+    return false if response.documentable.blank?
+    return false unless response.documentable.try(:external_link)
+
+    # Don't show source if it's a PDF placeholder
+    external_link = response.documentable.external_link
+    !external_link.start_with?('PDF:')
+  end
+end