Restructure omni services and add Chatwoot research snapshot

research/chatwoot/spec/factories/sla_policies.rb

@@ -0,0 +1,11 @@
+FactoryBot.define do
+  factory :sla_policy do
+    account
+    name { 'sla_1' }
+    first_response_time_threshold { 2000 }
+    description { 'SLA policy for enterprise customers' }
+    next_response_time_threshold { 1000 }
+    resolution_time_threshold { 3000 }
+    only_during_business_hours { false }
+  end
+end