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Based on my experiences, yes, 20% is low. I prefer to keep my humidity between 25 and 35% in order to obtain the correct moisture loss from the eggs. When you put your eggs into your 'bator, you will most likely see the humidity rise, not because you put water in it, but the eggs have begun to release their water. This is what you want. I tend to put my eggs in the incubator and then check the humidity a day or two later and add water, if needed.
What type of incubator you use will also affect your humidity. It would be good to find other people who have hatched in your type of incubator and learn from the techniques they used.