Earlier quoted context omitted.
I'd say otherwise - it's a reach out to have a relationship. It's hard to have human relationships only by writing. Of course the best way to build it is to meet in person, but if impossible - it's always good to have a video call. If someone is frustrated, the following chats won't do much really. They have already built a wall, and we need to meet around it, not throw our letters over it.
Your claim is based on the very strong assumption that if you have a phone or video call with a person that you already hate, things will get better. My life experience does tell me that this is often not the case: if people are already frustrated and have built a wall, it is better to use something more impersonal, like such an online text discussion.
But I agree, if after receiving such a message someone is saying "let's hop on a call", there's little chance of things going right on the call.