diff --git a/app/Services/Support/Agents/CursorCliTriageProvider.php b/app/Services/Support/Agents/CursorCliTriageProvider.php
index 5664cc014..c9ac3ff18 100644
--- a/app/Services/Support/Agents/CursorCliTriageProvider.php
+++ b/app/Services/Support/Agents/CursorCliTriageProvider.php
@@ -135,7 +135,9 @@ private function buildPrompt(SupportCase $case, string $rawText): string
 Use "code_change" only when the request is about a bug or change in the website/application code
 (frontend or template/markup/styling/behaviour) that a developer would fix in the repository.
 Use "role_add" when the request is to add/grant a role (e.g. "leading teacher") to one or more
-users identified by email. Put the affected emails in target_email/secondary_emails.
+users identified by email. Put the affected emails in target_email/secondary_emails, put the
+role being granted in "role_name" (singular, e.g. "leading teacher"), and set "role_operation"
+to "add". Include EVERY email listed in the request (one per person), even for long pasted tables.
 {$artisanBlock}{$contentBlock}
 JSON schema to return:
 {
@@ -149,6 +151,8 @@ private function buildPrompt(SupportCase $case, string $rawText): string
   "reasoning_summary": "<one sentence>",
   "profile_firstname": "<requested first name or null>",
   "profile_lastname": "<requested last name or null>",
+  "role_name": "<for role_add: the role to grant, e.g. leading teacher, else null>",
+  "role_operation": "<for role_add: add (remove is not supported), else null>",
   "change_summary": "<for code_change: one sentence describing the fix, else null>",
   "change_area": "<for code_change: e.g. frontend/blade/css/js, else null>",
   "cursor_prompt": "<for code_change: a precise instruction for a coding agent to implement the fix and open a PR, else null>",
@@ -321,6 +325,8 @@ private function normalize(array $data): array
             'requested_action' => $requestedAction,
             'profile_firstname' => $this->stringOrNull($data['profile_firstname'] ?? null),
             'profile_lastname' => $this->stringOrNull($data['profile_lastname'] ?? null),
+            'role_name' => $this->stringOrNull($data['role_name'] ?? null),
+            'role_operation' => $this->normalizeRoleOperation($data['role_operation'] ?? null),
             'risk_level' => $risk,
             'recommended_runbook' => $this->stringOrNull($data['recommended_runbook'] ?? null) ?? $caseType,
             'needs_human_review' => (bool) ($data['needs_human_review'] ?? false),
@@ -339,6 +345,16 @@ private function normalize(array $data): array
         ];
     }
 
+    private function normalizeRoleOperation(mixed $value): ?string
+    {
+        if (!is_string($value)) {
+            return null;
+        }
+        $value = strtolower(trim($value));
+
+        return in_array($value, ['add', 'grant', 'assign'], true) ? 'add' : null;
+    }
+
     private function stringOrNull(mixed $value): ?string
     {
         if (!is_string($value)) {
diff --git a/app/Services/Support/Agents/TriageAgentService.php b/app/Services/Support/Agents/TriageAgentService.php
index 76b9d4f67..5cf243d71 100644
--- a/app/Services/Support/Agents/TriageAgentService.php
+++ b/app/Services/Support/Agents/TriageAgentService.php
@@ -132,6 +132,8 @@ private function heuristicTriage(SupportCase $case): array
             'requested_action' => $requestedAction,
             'profile_firstname' => $profile['firstname'],
             'profile_lastname' => $profile['lastname'],
+            'role_name' => $hasRoleRequest ? $roleRequest['role'] : null,
+            'role_operation' => $hasRoleRequest ? $roleRequest['operation'] : null,
             'risk_level' => $risk,
             'recommended_runbook' => $runbook,
             'needs_human_review' => $needsHuman,
diff --git a/app/Services/Support/SupportApprovalEmailService.php b/app/Services/Support/SupportApprovalEmailService.php
index f6aff8739..fe2e0aa66 100644
--- a/app/Services/Support/SupportApprovalEmailService.php
+++ b/app/Services/Support/SupportApprovalEmailService.php
@@ -15,7 +15,7 @@ public function __construct(
         private readonly GmailOutboundService $gmail,
         private readonly SupportSenderAllowlist $allowlist,
         private readonly SupportProfileRequestParser $profileParser,
-        private readonly SupportRoleRequestParser $roleParser,
+        private readonly SupportRoleRequestResolver $roleResolver,
     ) {
     }
 
@@ -283,12 +283,12 @@ private function proposedActionForCase(SupportCase $case): array
         }
 
         if ($case->case_type === 'role_add') {
-            $role = $this->roleParser->parse((string) ($case->normalized_message ?? $case->raw_message ?? ''));
+            $role = $this->roleResolver->resolve($case);
             if ($role['role'] !== null && $role['emails'] !== []) {
                 return [
                     'action' => 'user_role_add',
                     'payload' => [
-                        'operation' => 'add',
+                        'operation' => $role['operation'],
                         'role' => $role['role'],
                         'emails' => $role['emails'],
                     ],
diff --git a/app/Services/Support/SupportRoleRequestResolver.php b/app/Services/Support/SupportRoleRequestResolver.php
new file mode 100644
index 000000000..4e00aea05
--- /dev/null
+++ b/app/Services/Support/SupportRoleRequestResolver.php
@@ -0,0 +1,129 @@
+<?php
+
+namespace App\Services\Support;
+
+use App\Models\Support\SupportCase;
+
+/**
+ * Resolve the role-change request for a case.
+ *
+ * AI-first by design: when Cursor triage is enabled we trust the triage result
+ * (role + emails) exclusively. The triage result is itself already "AI over
+ * heuristic" — if the AI call fails for a run, TriageAgentService keeps the
+ * heuristic values, so this path degrades gracefully without re-parsing here.
+ *
+ * The deterministic SupportRoleRequestParser is used ONLY when AI triage is not
+ * enabled.
+ */
+class SupportRoleRequestResolver
+{
+    public function __construct(
+        private readonly SupportRoleRequestParser $parser,
+    ) {
+    }
+
+    /**
+     * @return array{operation: string, role: ?string, emails: list<string>, source: array{mode: string, role: string, emails: string}}
+     */
+    public function resolve(SupportCase $case): array
+    {
+        return $this->aiEnabled()
+            ? $this->resolveFromTriage($case)
+            : $this->resolveFromParser($case);
+    }
+
+    /**
+     * @return array{operation: string, role: ?string, emails: list<string>, source: array{mode: string, role: string, emails: string}}
+     */
+    private function resolveFromTriage(SupportCase $case): array
+    {
+        $triage = $this->triageOutput($case);
+
+        $role = $this->stringOrNull($triage['role_name'] ?? null);
+        $operation = $this->stringOrNull($triage['role_operation'] ?? null);
+        $emails = $this->emailsFromCase($case);
+
+        return [
+            'operation' => in_array($operation, ['add', 'remove'], true) ? $operation : 'add',
+            'role' => $role,
+            'emails' => $emails,
+            'source' => [
+                'mode' => 'ai',
+                'role' => $role !== null ? 'ai' : 'none',
+                'emails' => $emails !== [] ? 'ai' : 'none',
+            ],
+        ];
+    }
+
+    /**
+     * @return array{operation: string, role: ?string, emails: list<string>, source: array{mode: string, role: string, emails: string}}
+     */
+    private function resolveFromParser(SupportCase $case): array
+    {
+        $parsed = $this->parser->parse((string) ($case->normalized_message ?? $case->raw_message ?? ''));
+
+        return [
+            'operation' => $parsed['operation'] ?: 'add',
+            'role' => $parsed['role'],
+            'emails' => $parsed['emails'],
+            'source' => [
+                'mode' => 'deterministic',
+                'role' => $parsed['role'] !== null ? 'parser' : 'none',
+                'emails' => $parsed['emails'] !== [] ? 'parser' : 'none',
+            ],
+        ];
+    }
+
+    private function aiEnabled(): bool
+    {
+        return (bool) config('support_ai.enabled', false)
+            && (bool) config('support_ai.triage.enabled', true);
+    }
+
+    /**
+     * @return list<string>
+     */
+    private function emailsFromCase(SupportCase $case): array
+    {
+        $candidates = [];
+        if ($case->target_email) {
+            $candidates[] = (string) $case->target_email;
+        }
+        foreach ((array) ($case->secondary_emails ?? []) as $email) {
+            $candidates[] = (string) $email;
+        }
+
+        $out = [];
+        foreach ($candidates as $email) {
+            $normalized = SupportEmailAddress::normalize($email);
+            if ($normalized !== null) {
+                $out[$normalized] = $normalized;
+            }
+        }
+
+        return array_values($out);
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    private function triageOutput(SupportCase $case): array
+    {
+        $output = $case->actions()
+            ->where('action_name', 'triage')
+            ->latest()
+            ->first()?->output_json;
+
+        return is_array($output) ? $output : [];
+    }
+
+    private function stringOrNull(mixed $value): ?string
+    {
+        if (!is_string($value)) {
+            return null;
+        }
+        $value = trim($value);
+
+        return $value === '' ? null : $value;
+    }
+}
diff --git a/app/Services/Support/UserRoleAddService.php b/app/Services/Support/UserRoleAddService.php
index 784d8e44e..eb286bba4 100644
--- a/app/Services/Support/UserRoleAddService.php
+++ b/app/Services/Support/UserRoleAddService.php
@@ -17,21 +17,21 @@
 class UserRoleAddService
 {
     public function __construct(
-        private readonly SupportRoleRequestParser $parser,
+        private readonly SupportRoleRequestResolver $resolver,
     ) {
     }
 
     public function addFromCase(SupportCase $case, bool $dryRun, bool $viaEmailApproval = false): array
     {
-        $parsed = $this->parser->parse((string) ($case->normalized_message ?? $case->raw_message ?? ''));
+        $resolved = $this->resolver->resolve($case);
 
         return $this->addRole(
             case: $case,
-            roleName: $parsed['role'],
-            emails: $parsed['emails'],
+            roleName: $resolved['role'],
+            emails: $resolved['emails'],
             dryRun: $dryRun,
             viaEmailApproval: $viaEmailApproval,
-            operation: $parsed['operation'],
+            operation: $resolved['operation'],
         );
     }
 
diff --git a/tests/Unit/Support/SupportApprovalCompletionEmailTest.php b/tests/Unit/Support/SupportApprovalCompletionEmailTest.php
index 4c4ac1503..ebc12c751 100644
--- a/tests/Unit/Support/SupportApprovalCompletionEmailTest.php
+++ b/tests/Unit/Support/SupportApprovalCompletionEmailTest.php
@@ -66,7 +66,7 @@ public function test_send_action_completion_calls_gmail(): void
             $gmail,
             app(SupportSenderAllowlist::class),
             app(SupportProfileRequestParser::class),
-            app(\App\Services\Support\SupportRoleRequestParser::class),
+            app(\App\Services\Support\SupportRoleRequestResolver::class),
         );
 
         $payload = $svc->sendActionCompletion(
diff --git a/tests/Unit/Support/SupportCompletionEmailCopyTest.php b/tests/Unit/Support/SupportCompletionEmailCopyTest.php
index 220e466ae..dd2701235 100644
--- a/tests/Unit/Support/SupportCompletionEmailCopyTest.php
+++ b/tests/Unit/Support/SupportCompletionEmailCopyTest.php
@@ -56,7 +56,7 @@ public function test_completion_body_uses_plain_language_for_profile_update(): v
             $gmail,
             app(SupportSenderAllowlist::class),
             app(SupportProfileRequestParser::class),
-            app(\App\Services\Support\SupportRoleRequestParser::class),
+            app(\App\Services\Support\SupportRoleRequestResolver::class),
         );
 
         $svc->sendActionCompletion(
diff --git a/tests/Unit/Support/SupportDryRunEmailCopyTest.php b/tests/Unit/Support/SupportDryRunEmailCopyTest.php
index 0e9b19be5..ceffb5fca 100644
--- a/tests/Unit/Support/SupportDryRunEmailCopyTest.php
+++ b/tests/Unit/Support/SupportDryRunEmailCopyTest.php
@@ -70,7 +70,7 @@ public function test_dry_run_email_uses_plain_language(): void
             $gmail,
             app(SupportSenderAllowlist::class),
             app(SupportProfileRequestParser::class),
-            app(\App\Services\Support\SupportRoleRequestParser::class),
+            app(\App\Services\Support\SupportRoleRequestResolver::class),
         );
 
         $svc->sendDryRunReview($case, 'admin@matrixinternet.ie');
@@ -144,7 +144,7 @@ public function test_dry_run_email_lists_role_add_targets(): void
             $gmail,
             app(SupportSenderAllowlist::class),
             app(SupportProfileRequestParser::class),
-            app(\App\Services\Support\SupportRoleRequestParser::class),
+            app(\App\Services\Support\SupportRoleRequestResolver::class),
         );
 
         $svc->sendDryRunReview($case, 'admin@matrixinternet.ie');
diff --git a/tests/Unit/Support/SupportRoleRequestResolverTest.php b/tests/Unit/Support/SupportRoleRequestResolverTest.php
new file mode 100644
index 000000000..08e261a2e
--- /dev/null
+++ b/tests/Unit/Support/SupportRoleRequestResolverTest.php
@@ -0,0 +1,80 @@
+<?php
+
+namespace Tests\Unit\Support;
+
+use App\Models\Support\SupportCase;
+use App\Services\Support\SupportRoleRequestResolver;
+use Illuminate\Foundation\Testing\RefreshDatabase;
+use Tests\TestCase;
+
+final class SupportRoleRequestResolverTest extends TestCase
+{
+    use RefreshDatabase;
+
+    public function test_prefers_ai_triage_role_and_case_emails(): void
+    {
+        config(['support_ai.enabled' => true, 'support_ai.triage.enabled' => true]);
+
+        $case = SupportCase::create([
+            'source_channel' => 'gmail',
+            'processing_mode' => 'automated',
+            'subject' => 'add leading teachers',
+            'raw_message' => 'Please grant the role to the people below.',
+            'normalized_message' => 'Please grant the role to the people below.',
+            'target_email' => 'a@example.com',
+            'secondary_emails' => ['b@example.com', 'c@example.com'],
+            'case_type' => 'role_add',
+            'status' => 'diagnosed',
+            'risk_level' => 'low',
+            'correlation_id' => 'cid-ai',
+        ]);
+
+        $case->actions()->create([
+            'action_name' => 'triage',
+            'action_type' => 'classification',
+            'input_json' => [],
+            'output_json' => [
+                'case_type' => 'role_add',
+                'role_name' => 'leading teacher',
+                'role_operation' => 'add',
+            ],
+            'succeeded' => true,
+            'executed_by' => 'agent',
+        ]);
+
+        $resolved = app(SupportRoleRequestResolver::class)->resolve($case);
+
+        $this->assertSame('leading teacher', $resolved['role']);
+        $this->assertSame('add', $resolved['operation']);
+        $this->assertSame(['a@example.com', 'b@example.com', 'c@example.com'], $resolved['emails']);
+        $this->assertSame('ai', $resolved['source']['mode']);
+        $this->assertSame('ai', $resolved['source']['role']);
+        $this->assertSame('ai', $resolved['source']['emails']);
+    }
+
+    public function test_uses_deterministic_parser_when_ai_disabled(): void
+    {
+        config(['support_ai.enabled' => false]);
+
+        $case = SupportCase::create([
+            'source_channel' => 'gmail',
+            'processing_mode' => 'automated',
+            'subject' => 'add leading teachers',
+            'raw_message' => "add role: leading teacher\nx@example.com\ny@example.com",
+            'normalized_message' => "add role: leading teacher\nx@example.com\ny@example.com",
+            'case_type' => 'role_add',
+            'status' => 'diagnosed',
+            'risk_level' => 'low',
+            'correlation_id' => 'cid-fallback',
+        ]);
+
+        $resolved = app(SupportRoleRequestResolver::class)->resolve($case);
+
+        $this->assertSame('leading teacher', $resolved['role']);
+        $this->assertSame('add', $resolved['operation']);
+        $this->assertSame(['x@example.com', 'y@example.com'], $resolved['emails']);
+        $this->assertSame('deterministic', $resolved['source']['mode']);
+        $this->assertSame('parser', $resolved['source']['role']);
+        $this->assertSame('parser', $resolved['source']['emails']);
+    }
+}