Smoking and vaping cessation remains a significant public health challenge despite the availability of numerous aids and eHealth applications. This study explores the reasons behind users' preference for human feedback when preparing to quit smoking or vaping, aiming to address a gap in existing literature on the integration of human elements in eHealth platforms. The research involved 479 participants interacting with a virtual coach, with some receiving human feedback. We conducted a thematic analysis of two open-text questions with 265 responses each from post-questionnaires, and key themes such as emotional connection, personalized advice, effectiveness, motivation, and accountability were identified. Through using quantitative data and previously published research, these findings were further explained. The results from the quantitative analysis show that incorporating human elements in eHealth applications can enhance smoking cessation support. This research provides insights into the main reasons how the human support in eHealth applications should be designed. Key recommendations include designing human feedback to offer empathy and validation, tailoring feedback to individual needs, incorporating interactive elements to maintain engagement, providing constant encouragement, and establishing accountability mechanisms.