The scenario
A customer files a ticket through Plain. It lands in#support, gets triaged with context Company Brain already has lying around, and — instead of someone manually filing a bug and waiting — an @mention hands the whole thing straight to Cursor.
What happens
What’s really going on
The first two turns are the same pattern as Automatic Support: the bot is already a member of#support, so it chimes in unprompted, correlating the ticket against known GitHub issues and whatever it knows about the codebase and the v3 deprecation timeline.
The handoff to Cursor is different. That’s not a chime-in — it’s an explicit @mention, and Cursor is wired in as a tool connector (a custom MCP server, same as GitHub or Linear under the hood) that can act, not just answer. Naming it by name is what triggers the write: Company Brain hands off the attached context and Cursor opens its own agent thread against the repo, the same way a mention of GitHub or Linear in Acting in Tools triggers a write rather than a read. Nothing happens in the codebase without that explicit ask.
Whether that handoff is even possible follows the same permissions rules as any other tool: it runs under whichever connection — personal or org-shared — is actually wired up for Cursor, and it’s scoped to what that connection can see.
Acting in Tools
How @mentions trigger writes instead of reads.
Connectors
Wire up Plain, GitHub, and custom MCP servers like Cursor.