Restructure omni services and add Chatwoot research snapshot

research/chatwoot/spec/factories/mentions.rb

@@ -0,0 +1,10 @@
+# frozen_string_literal: true
+
+FactoryBot.define do
+  factory :mention do
+    mentioned_at { Time.current }
+    account
+    conversation
+    user
+  end
+end