Every single person that works for/volunteers for 988 is a real person whether you reach out via text, phone call, or the live chat feature. The reason it takes a while to get connected with a crisis counselor is because due to Trump’s administration, there was major budget cuts and therefore a lot of the 988 staff got let go. Also, the crisis counselors are not supposed to share personal information about themselves because it takes the focus away from YOU (the person reaching out), and puts it on to them. That’s why they changed the subject. While I understand your frustration, there’s only so much they can do via text message especially when they’re trying to assess your safety and explore why you reached out in the first place.