Stop writing your docs twice

Every SaaS team we talk to runs the same loop: someone documents a workflow in one tool, support answers questions about that workflow in another, and the two never meet. The doc goes stale, the support answers stay tribal, and customers wait.

The split-brain problem

Documentation tools optimize for writing. Support tools optimize for responding. Neither knows what the other contains, so:

• Support agents re-type answers that exist word-for-word in the help center
• Docs describe UI that shipped two redesigns ago, and nobody notices until a customer does
• The "knowledge base" is actually three: the docs site, the support macros, and the veteran agent's memory

Capture once, answer everywhere

Cairn's bet is that the fix is structural, not editorial. When a guide is captured from the real product — clicks, screens, the actual elements on the page — three things become possible:

1. The step text writes itself, and stays anchored to real UI elements
2. The same guide serves the help center, the widget, and the AI agent — one source
3. When the product changes, the capture metadata tells you which docs drifted

That last one matters most. Docs don't go stale because writers are lazy; they go stale because nothing tells them the truth changed.

What this looks like in practice

Record the workflow once in your browser. Cairn writes the steps, masks anything sensitive by default, and publishes to your help center. Your AI agent answers from that guide — with citations — and escalates to a human when it shouldn't guess.

One capture. Every surface. That's the whole pitch.