Call someone from a direct chat message

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Genesys Cloud enables users to call the other person in a one-to-one chat directly from the chat interface by clicking the "Call" button above the chat window. This provides a fast and seamless way to transition from chat to voice within the same conversation. Key capabilities include initiating a voice call directly from an active chat without having to find and dial the contact's phone number. Use cases include converting text-based service conversations into voice calls for more complex or sensitive issues, and enabling sales reps to switch communication channels to close deals.