controlled email communication que

introduction: we are trading company and intend to hire sales agents we recieve customer's inquiries by email and we need to allow agents to reply to these customers inquiries without being able to find the contact details of customers nor the customers be able to find the contact details "if any" that the sales agent may try to include in his reply to the customer important points: 1-we need an option that we be able to have the customers and agents emails be on hold in a que where we can approve the mail of either of them before it is sent and be able to also amend/edit the message from both sides before it gets sent 2-important to have possibility of having array of agents and their respective emails and to be able to assign customers inquiries/emails to specific agent based on a criteria (email address that recieve the customer inquiry OR specific keywords in the subject of the customer inquiry) 3-further, agents will end up issing a quotation to customer from a simple web page application that we already have which include the products details, prices etc etc we wish to update this webpage code to ensure to hide specific details from the sales agents (like previous quotes customer details) and that each agent should be able to see only his own quotes above is an initial introduction and sure more details can be giving once agreement in place regarding the cost and time frame sooner and cheaper and high quality altogether will be appreciated and will attract more work assignments