Restructure omni services and add Chatwoot research snapshot

research/chatwoot/lib/captain/reply_suggestion_service.rb

@@ -0,0 +1,42 @@
+class Captain::ReplySuggestionService < Captain::BaseTaskService
+  pattr_initialize [:account!, :conversation_display_id!, :user!]
+
+  def perform
+    make_api_call(
+      model: GPT_MODEL,
+      messages: [
+        { role: 'system', content: system_prompt },
+        { role: 'user', content: formatted_conversation }
+      ]
+    )
+  end
+
+  private
+
+  def system_prompt
+    template = prompt_from_file('reply')
+    render_liquid_template(template, prompt_variables)
+  end
+
+  def prompt_variables
+    {
+      'channel_type' => conversation.inbox.channel_type,
+      'agent_name' => user.name,
+      'agent_signature' => user.message_signature.presence
+    }
+  end
+
+  def render_liquid_template(template_content, variables = {})
+    Liquid::Template.parse(template_content).render(variables)
+  end
+
+  def formatted_conversation
+    LlmFormatter::ConversationLlmFormatter.new(conversation).format(token_limit: TOKEN_LIMIT)
+  end
+
+  def event_name
+    'reply_suggestion'
+  end
+end
+
+Captain::ReplySuggestionService.prepend_mod_with('Captain::ReplySuggestionService')