To configure this feature, ensure Configuring Send to Fax is complete.

To create a fax template, content creators provide a template as a .docx file in Microsoft Word with a .txt file to map merge fields in the Word document to tokens in Vault CRM.

To create a .docx file for a fax template:

1. Create the template as a .docx file in Microsoft Word.

   Send to Fax does not support documents longer than three pages.

   For guidelines, see Formatting Guidelines for Fax Templates.

2. Use Mail Merge to insert merge fields for tokens in the .docx file.

   Merge field labels must meet the following requirements:

   • Alphanumeric and underscores only (no spaces or special characters)
   • No more than 40 characters in length
   • Exactly match the merge_field_label values in the token mapping file

Formatting Guidelines for Fax Templates

After creating a template, Veeva recommends content creators test documents end-to-end, including fax preview, before selecting Publish to Veeva CRM (Fax).

Character Encoding and Page Layout

• Character encoding must be UTF-8

• Page size and margins:

• Ensure the page size is the standard for the country of the recipient

• Margins of at least 0.5 inches on all sides are recommended

  Content creators should verify the document renders properly across common fax hardware and does not result in clipping, misalignment, or unreadable content

• Layout best practices:

• Use tables to structure content wherever possible. Tables provide consistent layout and spacing during the conversion from .docx to Fax.

• Avoid using floating text boxes, wrapped images, or embedded objects

Fonts and Styling

The following fonts are recommended, with a font size of 12pt or larger:

• Arial

• Calibri

• Courier New

• Times New Roman

Content creators may use fonts outside the recommended list if the .docx file embeds the font and the font is fully licensed for Microsoft Word embedding.

Before publishing, Veeva recommends content creators confirm that:

• The embedded font is preserved during document conversion

• All text remains readable in fax output, including small and bold text

• Layout, spacing, and line wrapping are not affected by fallback font substitution

Send to Fax Tokens

Send to Fax tokens are used for personalization of content by customers and for limited personalization by users. Personalization values are pulled from the account__v and user__sys objects and allow emails to contain personalized content.

Reference Tokens

Fax templates support the following reference tokens from the existing Approved Email token library:

Token	Description
{{accTitle}}	Inserts Account salutation - account__v.salutation__v
{{accFname}}	Inserts Account first name - account__v.first_name_cda__v
{{accLname}}	Inserts Account last name - account__v.last_name_cda__v
{{accCredentials}}	Inserts Account credentials - account__v.credentials__v
{{userEmailAddress}}	Inserts email address of the user - user__sys.email__sys
{{userName}}	Inserts full name of the user - user__sys.name__v
{{timeZone}}	For iPad users, this token is replaced by the value of the time zone the device is set to. The format is based on the user’s Vault CRM locale. For Browser users, the token is replaced by the value of the time zone stored in the user__sys record and displays with the format: GMT +/- X hours.
{{ObjectAPIName.FieldAPIName}}	Content creators can use this token to directly reference any field of a supported field type on the following objects: account__v user__sys user_detail__v The following field types are supported: Currency Date DateTime Formula* Picklist (resolves to the picklist label in the user's language) Email Long Text Number Percent Phone Roll-up* Text Time Yes/No * Formula and Roll-up field values are not updated automatically on iPad, so a fax may contain an outdated value if the user changed a value used by the field but had not yet synced. Examples: {{account__v.formatted_name__v}} {{user__sys.office_phone__sys}} {{user_detail__v.custom_field__c}} If the referenced field is a Date or a Date/Time type field, creators can additionally specify the displayed format of the date or time. See Formatting Tokens to Display Date and Time for more information.
{{ObjectAPIName.RelationshipName.FieldAPIName}}	Enables retrieving values from object reference fields. See above for the list of supported objects and field types. Examples: {{account__v.custom_reference_field__vr.custom_field__c}} If the referenced field is a Date or a Date/Time type field, creators can additionally specify the displayed format of the date or time. See Formatting Tokens to Display Date and Time for more information.
{{customContent[QUERY]}} {{customContent[QUERY]:Required}}	Using the token in an email template, data is replaced with the value from one field in one record from any custom object. The custom content token can be marked as required by adding :Required after the query. Faxes cannot be sent if the required token returns NULL.

User Input Tokens

Fax templates support the following user input tokens from the existing Approved Email token library:

User Input Token Type	Token	Example
Free Text	{{customText}}	{{customText}}
Free Text with Max Length	{{customText(Length)}}	{{customText(255)}}
Free text with Default Text	{{customText(|DefaultText)}}	{{customText(|Providing the order form for our available pharmaceutical products.)}}
Free text with Max Length and Default Text	{{customText(Length|DefaultText)}}	{{customText(255|Providing the order form for our available pharmaceutical products.)}}
Required Free Text	{{customText:Required}}	{{customText:Required}}
Picklist	{{customText[options]}}	{{customText[Hello|Dear|Hi]}}
Picklist with Content Tokens	{{customText[##ContentToken1##|##ContentToken2##]}}	{{customText[##accTitle## ##accFname## ##accLname##, ##accCredentials##|##accTitle## ##accLname##|##accFname##]}}

Additional Tokens for Fax Templates

Fax templates support the following additional tokens unique to Fax.

Token	Description
{{documents.FieldAPIName}}	Self-referencing tokens to retrieve document fields. To reference document fields, use the format documents.FieldAPIName Examples: {{documents.name__v}} {{documents.custom_field__c}} The following field types are supported: Text Number Date Date Time Yes/No Picklist (resolves to the picklist label in the user's language)
{{documents.RelationshipName.FieldAPIName}}	Retrieves fields on referenced objects on the document. Supports the same field types available for Reference tokens. Examples: {{documents.document_product__vr.name__v}} {{documents.document_custom_field__cr.custom_field__c}}
{{customText[##documents.FieldAPIName##|##documents.RelationshipName.FieldAPIName##]}}	Returns a picklist. Supports the same field types available for Reference tokens.
{{recipientFaxNumber}}	Returns the selected fax number used in the fax number selector on the recipient field. Changing the selected fax number refreshes this value on the preview.
{{totalFaxPages}}	Returns the total number of pages sent in the fax transmission. This token cannot be rendered when previewing on the iPad, as this value is returned after the fax is generated.
{{transactionID}}	Returns a unique transaction ID specific to each recipient of the fax. Globally unique across all Vault CRM instances for the environment Populated when the user opens the fax template to compose the fax Format: Vault ID + '-' + 36 character UUID Example: Vault ID: 111111 UUID: a1b2c3d4-e5f6-7890-1234-567890abcdef Resolved token value: 111111-a1b2c3d4-e5f6-7890-1234-567890abcdef
{{capturedDate}}	Returns the date when the fax was initially captured by the user. Uses server time for online sends and device time for offline sends. The same date is used in the captured_datetime__v field stamped on the created Sent Fax record. Creators can additionally specify the displayed format of the date by using the FORMAT parameter. {{currentDateTime(FORMAT)}} See Formatting Tokens to Display Date and Time for more information.
{{VaultID}}	Returns the ID of the Vault CRM environment from which the fax was sent.

Fax templates rely on a token mapping file to map the merge field labels in the .docx file to corresponding Vault CRM tokens. The merge fields are populated with token values from Vault CRM when the faxed document is published.

To create a token mapping file:

1. Create a tab-delimited text file (.txt or .tsv) containing two rows to map the merge field labels to corresponding Vault CRM tokens.

2. Enter the merge field labels from the .docx file in the first row.

3. Enter the corresponding CRM token for each merge field in the second row.

Formatting Requirements for Token Mapping Files

• The file must be a tab-delimited text file (.txt or .tsv)

• The file must include exactly two rows:

• merge_field_label - Column headers representing merge fields in the .docx file (for example, Account_First_Name, Greeting)

• token - Corresponding Vault CRM token values (for example, {{accFname}}, {{customText}})

  Each column maps one merge field in the .docx file to a supported token

• Each merge_field_label must exactly match a merge field in the .docx file

• The file must not contain duplicate merge_field_label entries

• The file must not contain empty fields

• Merge field labels must not contain spaces or special characters

• The file must include valid tokens

To upload and publish a new fax template:

1. Create a .zip file containing the .docx file. Include the token mapping text file if tokens are used in the template. Both files must be at the root level of the zip file.

   Non-UTF8 characters are not supported in the .zip filename.

2. Navigate to the Library tab.

3. Select Create Document.

4. Select Upload.

5. Select Dynamic Word Template as the document type.

6. Upload the .zip file containing the .docx file and the token mapping text file.

7. Once uploaded, select the Process Content document action. This action validates the content of the zip file and makes it available for sending faxes.

8. Populate the Publish for Veeva CRM (Fax) check box.

9. Select a From fax number to make the template available to end users.

10. Select Save.

11. Share the template with the appropriate end users.

To create a fax template that is not tied to a specific product, leave the Product field blank. The fax template is available to all users if no Product is specified. For information on capturing consent for unbranded content, see Unbranded Consent.