Restructure omni services and add Chatwoot research snapshot

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

@@ -0,0 +1,27 @@
+class Captain::Tools::ResolveConversationTool < Captain::Tools::BasePublicTool
+  description 'Resolve a conversation when the issue has been addressed or the conversation should be closed'
+  param :reason, type: 'string', desc: 'Brief reason for resolving the conversation', required: true
+
+  def perform(tool_context, reason:)
+    conversation = find_conversation(tool_context.state)
+    return 'Conversation not found' unless conversation
+    return "Conversation ##{conversation.display_id} is already resolved" if conversation.resolved?
+
+    log_tool_usage('resolve_conversation', { conversation_id: conversation.id, reason: reason })
+
+    Current.captain_resolve_reason = reason
+    begin
+      conversation.resolved!
+    ensure
+      Current.captain_resolve_reason = nil
+    end
+
+    "Conversation ##{conversation.display_id} resolved#{" (Reason: #{reason})" if reason}"
+  end
+
+  private
+
+  def permissions
+    %w[conversation_manage conversation_unassigned_manage conversation_participating_manage]
+  end
+end