What's up with help lines?

I texted a help line from my country and they asked me different things, but didn't show any signs that they read my texts.

Like, they asked about how my anxiety is manifesting, and then, asked about sadness manifestation like they didn't see the message I wrote.

I know they have a script or smth, but still, I don't know. This was more like a vent than a question.

But like, why don't they try to engage in the conversation? I know they're busy, but still
What's up with help lines?
Post Opinion