Restructure omni services and add Chatwoot research snapshot

research/chatwoot/spec/factories/messages.rb

@@ -0,0 +1,43 @@
+# frozen_string_literal: true
+
+FactoryBot.define do
+  factory :message do
+    content { 'Incoming Message' }
+    status { 'sent' }
+    message_type { 'incoming' }
+    content_type { 'text' }
+    account { create(:account) }
+
+    trait :instagram_story_mention do
+      content_attributes { { image_type: 'story_mention' } }
+      after(:build) do |message|
+        unless message.inbox.instagram?
+          message.inbox = create(:inbox, account: message.account,
+                                         channel: create(:channel_instagram_fb_page, account: message.account, instagram_id: 'instagram-123'))
+        end
+        attachment = message.attachments.new(account_id: message.account_id, file_type: :image, external_url: 'https://www.example.com/test.jpeg')
+        attachment.file.attach(io: Rails.root.join('spec/assets/avatar.png').open, filename: 'avatar.png', content_type: 'image/png')
+      end
+    end
+
+    trait :with_attachment do
+      after(:build) do |message|
+        attachment = message.attachments.new(account_id: message.account_id, file_type: :image)
+        attachment.file.attach(io: Rails.root.join('spec/assets/avatar.png').open, filename: 'avatar.png', content_type: 'image/png')
+      end
+    end
+
+    trait :bot_message do
+      message_type { 'outgoing' }
+      after(:build) do |message|
+        message.sender = nil
+      end
+    end
+
+    after(:build) do |message|
+      message.sender ||= message.outgoing? ? create(:user, account: message.account) : create(:contact, account: message.account)
+      message.inbox ||= message.conversation&.inbox || create(:inbox, account: message.account)
+      message.conversation ||= create(:conversation, account: message.account, inbox: message.inbox)
+    end
+  end
+end