There are mainly two ways to do so:

Agents can log in to the account and head to the dedicated Library section. Once there, they can copy the link of the media they want to share and send this to the customer so that they can access it.

If you use Zendesk, your agents will be able to share a media from a Library using the dedicated button located on the bottom part of the Zendesk interface, within the text area.

Once the widget is opened, an agent can quickly select a media to share and its link will be placed inside the reply for the customer.