We can't always listen. We also have to protect ourselves and our time. But sometimes, if we can and do listen, we can really help someone if they are reaching out for connection. What's amazing from your story s_s is that your "listening" happened via internet chat.
The point with internet chat is that it is really easy to "listen". I mean, you have history and replying immediately is not necessary. You still have to read everything, but you don't have to be as quick on your feet as in a face to face conversation. Also, it is impossible to not hear something since it is all text. The thing that makes it hard is that you cannot see the other person's body language. On the flip side, in a chat it is way harder to blurt out something stupid since you think up your reply, type it and then send it. There is plenty of time to reconsider. And indeed, we can't always listen. That is impossible, but it is something that many people forget way to often.