Hello,
We are testing the Agentic Email capability on our demoX environment with Pega Platform Infinity 25.1.3 and have run into two issues we’d like to ask about:
1. The Email Listener goes down roughly every 24 hours
We configured our professional Microsoft Email Account (with Microsoft Graph) and created a new channel in App Studio. However, the next day after creation the channel stopped working with a “No active listener found” message. When editing the Email Listener, it lists the node ID as not existing anymore.
We also checked in Admin Studio and the Node also disappears from there (yesterday vs today screenshot).
To solve this I can delete the Agentic Email channel entirely and create a new one from scratch but the problem remains the same each day.
Is this expected behavior on the demoX environment? Is there a way to make the listener survive without having to recreate the channel every day?
2. The Agent isn’t generating a custom response, only the default acknowledgement
We configured an Agent (Rule-AI-Agent) with custom instructions in Spanish so it reads the email, summarizes the request, and replies accordingly.
However, every test email receives the same generic English response (“Thank you for your email request. Your request ID is ET-XXXXXX”), which is a default message, not a response generated by the Agent. We confirmed that:
- The case is created correctly and stays in “Open” status indefinitely, never advancing stage.
- No instance of the business Case Type we linked to the Agent is ever created.
Is there any additional configuration needed so the Agent actually processes the email and generates a response per its instructions, instead of staying on the default message? Where can we check the opened cases received by email?
