Restructure omni services and add Chatwoot research snapshot

research/chatwoot/spec/factories/applied_slas.rb

@@ -0,0 +1,11 @@
+FactoryBot.define do
+  factory :applied_sla do
+    sla_policy
+    conversation
+    sla_status { 'active' }
+
+    after(:build) do |applied_sla|
+      applied_sla.account ||= applied_sla.conversation&.account || create(:account)
+    end
+  end
+end